Summer Job Voucher Chatbot

Culture and leisure

Overview

Summer Job Voucher Chatbot

Tags

Chatbot Summer job voucher Customer service

Summer job voucher chatbot is City of Helsinki’s culture and leisure division’s new digital service channel, which answers questions about applying and using the summer job voucher. The service improves accessibility of customer service, also outside customer service times. The service answers questions 24/7 and offers the option to chat live with a customer service representative during regular service hours.

The new contact channel enables customer self-service and provides up-to-date information on how to search for and use the summer job voucher. It also guides young people and employers on employment and job application processes.

The service improves the accessibility of customer service, enhances the user experience, increases the interactivity of self-service, and speeds up the discovery of customer-specific relevant information compared to searching for information on the website.

The service is trained using data collected from customer service interactions to answer the most common questions related to applying for and using the summer job voucher.”

Contact information

More detailed information on the system

Here you can get acquainted with the information used by the system, the operating logic, and its governance in the areas that interest you.

DatasetsShow More Show Less

Key data sources utilised in the development and use of the system, their content and utilisation methods. The different data sources are separated by subheadings.

AI training material

AI Training Material includes example questions from the content area of ​​the service. The questions have been collected during the development project from the City of Helsinki service experts, and they represent the questions asked by citizens in customer service situations. The material is owned by the City of Helsinki, but it has not been licensed. The material does not include personal data.

The training material is uploaded to the AI, which constructs a model based on the training material. Some of the sample questions are also used to test the model.

Conversation logs

The system records the questions and answers given during the service during the service in a log file. Saved logs are regularly analyzed by the service development team to see how the service has answered customer questions. The analysis will identify areas of content where the training material and the answers provided by the service need to be improved. After the analysis, the training material is defined and more sample questions can be added or, for example, new discussion paths can be created to improve the user experience of the service. Customer feedback can also be used to define and add more information.

The conversation log will be removed from the system after 6 months after analysis, but usage-related reporting such as usage rates, response rates and other parameters will be stored to monitor the long-term progress.

The conversation log is owned by the city of Helsinki, but it has not been licensed.

Data processingShow More Show Less

The operational logic of the automatic data processing and reasoning performed by the system and the models used.

Model architecture

The chatbot service is based on the IBM Watson Assistant software product that is offered as an IBM Cloud SaaS application from the Frankfurt data centre in the EU. The service utilises AI and machine learning models to process natural-language questions.

The customer asks questions through a digital interface that works across different devices. If the AI is unable to respond to the questions, or otherwise more suitable, the customer can contact a customer service representative. The service will then connect the customer to a service specialist who can continue the conversation. The customer can also give feedback on the service, which is used for further development of the service.

System architecture description

Chatbot_logical_architecture.png

Performance

The development of the use and quality of the service is constantly evaluated.User statistics and quality measures are regularly recorded in reports. Quality measures include the number of correct answers compared to all the questions and direct customer feedback collected on the service.

Non-discriminationShow More Show Less

Promotion and realisation of equality in the use of the service.

The service is currently only available in Finnish. The service does not automatically correcty spelling mistakes, which may limit the use of the service for non-native Finnish speakers. The service is not yet available in other language.

Human oversightShow More Show Less

Human oversight during the use of the service.

The service automatically identifies and compiles topics that it cannot answer. These are submitted to the City of Helsinki’s experts to develop the conversation paths of the service further.

The service is monitored by reviewing the feedback and conversation logs and by analysing the statistics on the use of the service. Based on this data, experts identify the topics customers find interesting and then they develop discussion paths.

The monitoring experts are tasked to create new discussion paths based on the analysis and to improve the retrievability of recommendations, e.g. by using new keywords.

 

Risk managementShow More Show Less

Risks related to the system and its use and their management methods.

The service will never ask for personally identifiable information. However, the service involves a risk related to the processing of personal data if the customer enters unnecessary personal data into the service. To manage this risk, the service has an automated function that immediately deletes any social security numbers or email addresses from the conversation logs. The conversation logs are also regularly reviewed by experts, who delete any personal data that may have been overlooked by the automated system.

Was this information useful?

Yes, it was Partially Not really