Virtual municipality assistant Gem

Municipality of West Betuwe

The virtual assistant Gem is a digital help on West Betuwe's website for answering civic and business questions. Using the chat button on our websites, you can talk to Gem.

Last change on 17th of June 2024, at 16:25 (CET) | Publication Standard 1.0

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

General information

Theme

Organisation and business operations

Begin date

12-2022

Contact information

[e-mail]

Link to source registration

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 can 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 municipality of Rotterdam can change answers so that the answers fit Rotterdam situa

Risk management

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

Operations

Data

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Technical design

The municipality of West Betuwe offers digital help to residents and entrepreneurs with a question. This digital help is called 'virtual assistant Gem'. Through 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 residents and provide the right information. Specifically, Gem uses supervised machine learning, which calculates which answer from the answer library best answers 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 member of staff 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 West Betuwe can adjust answers to better suit specific situations in West Betuwe.

Link to code base

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