Virtual municipality assistant Gem

Municipality of Velsen

The virtual assistant Gem is a digital help on Velsen websites to answer civic and business questions. Using the chat button on our websites, you can talk to Gem.

Last change on 28th of November 2024, at 9:30 (CET) | Publication Standard 1.0

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

General information

Theme

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Begin date

2022-04

Contact information

[e-mail]

Link to publication website

https://commonground.nl/groups/view/978adf62-97f2-4955-87cc-7fee0cd238e0/team-virtuele-assistent-gem?utm_medium=email&utm_campaign=overview.

Responsible use

Goal and impact

Understanding the resident as well as possible and helping them get the right answer. This may sometimes be a substantive or procedural answer, sometimes a referral or transfer to a (livechat) employee. The virtual assistant is only deployed to provide more help by giving nationally determined answers to citizen and business questions or referral to an employee.

Considerations

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Human intervention

The answers Gem can provide are in a national library. Employees of the Velsen municipality can modify answers to fit Velsen situations.

Risk management

Gem is a generic application. User feedback is monitored and maintenance agreements are in place. Velsen employees ensure that the answers fit Velsen's situation.

Operations

Data

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Technical design

The municipality of Velsen offers digital help to residents and entrepreneurs with a question. This digital help is called 'virtual assistant Gem'. Using the chat button on our websites, you can talk to Gem. The virtual assistant uses artificial intelligence, also known as artificial intelligence (AI). AI helps Gem to better understand the Velsen resident and provide the right information. 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. Once 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, the answer that helped the most is more likely to be chosen. Gem can thus answer questions based on this library in terms of content, as well as refer to an information page or have a staff member continue the conversation.The answers that Gem can provide are recorded nationwide. This costs less management and radiates more unity between municipalities. If necessary, the municipality of Velsen can adjust answers to better suit specific situations in Velsen.

External provider

Team Virtual Assistant

Link to code base

https://gitlab.com/virtuele-gemeente-assistent/gem