Service: Automation of Social Insurance Board customer appeals

Responsible organisation: Social Insurance Board (Central-Government)

‎The Social Insurance Board, in cooperation with Feelingstream, carried out five pilot projects aimed at analysing customer calls and online conversations in detail and finding patterns in the reasons for customer requests. As part of the pilot, the Feelingstream app transcribed calls from the Social Insurance Board from May to August 2020 (3 months) in Estonian and Russian. The pilot project involved the head of the hotline and two service managers. ‎

Additional information

Source Open Innovation Regione Lombardia
Web site https://www.kratid.ee/ska-feelingstream
Start/end date 2020 -
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