Virtual Municipality Assistant Gem

Municipality of Dongen

The virtual assistant Gem is a digital aid on the Dongen website for answering residents' questions. You can talk to Gem via the chat button on our websites.

Last change on 30th of July 2024, at 9:31 (CET) | Publication Standard 1.0

• Publication category: Other algorithms
• Impact assessment: Field not filled in.
• Status: Out of use

General information

Theme

Organisation and business operations

Begin date

06-2020

End date

11-2020

Contact information

[e-mail]

Link to publication website

Team Virtuele Assistent Gem · Common Ground

Link to source registration

virtuele-gemeente-assistent / gem · GitLab

Responsible use

Goal and impact

Understand the resident as well as possible and help him to the right answer. This can sometimes be a substantive or procedural answer, sometimes a referral or a transfer to a (live chat) employee. Focused on the services 'travel documents' and 'moving'.

Considerations

The use of the chatbot GEM helps the municipality of Dongen to provide reliable government information to residents in an accessible way that fits modern techniques and services. As a result, residents are better informed about their rights and obligations.

Human intervention

The answers that GEM can give are in a national library. GEM has no role in decisions, it advises residents.

Risk management

Gem is a generic application. User feedback is monitored and maintenance agreements are in place.

Legal basis

Providing reliable government information about products and services of the municipality of Dongen.

Operations

Data

Field not filled in.

Technical design

The municipality of Dongen offers digital assistance to residents and entrepreneurs with a question. This digital assistance is called 'virtual assistant GEM'. You can talk to GEM via the chat button on our websites.

The virtual assistant uses artificial intelligence, also known as artificial intelligence (AI). Specifically, GEM uses supervised machine learning, which calculates which answer from the answer library provides the best answer to the question based on the question. As soon as a question cannot be answered sufficiently well, the conversation is continued by an employee. At the end of the conversation, the user can indicate whether the answer helped. The next time a person asks a similar question, there is a greater chance that the answer that helped the most will be chosen.

Based on this library, GEM can provide substantive answers to questions, but also refer to an information page or have the conversation continued by an employee.

The answers that GEM can give are recorded nationally. This costs less management and radiates more unity between municipalities.

External provider

municipality of Tilburg

Link to code base

virtuele-gemeente-assistent / gem · GitLab