Service: PPA Information Phone call transcription for customers analysis different languages

Responsible organisation: Police and Border Guard Board (PPA) (Central-Government)

Pilot project of Police and Border Guard Board (PPA), use an AI application based on the analysis of customer contacts in several different languages, including Estonian and Russian. During the pilot, the PBGB took on two focuses: directing customers to use more e-channels and improving the display and content of customer information. The pilot project focused on calls concerning the issuance of documents. This was already known to be the biggest reason customers call. The self-service for applying for identity cards and travel documents created by the PBGB has led a quarter of applications to the e-channel. The analysis carried out indicated that since the request for documents takes place every 5-10 years, a long enough time has passed since the previous procedure that next time the clients will no longer remember the right steps to do. The analysis identified those bottlenecks that prevent customers from getting in trouble and further digitizing the document issuance service.

Additional information

Source Open Innovation Regione Lombardia
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Start/end date 2020 -
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