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For two years, CDI worked with The Immigration and Naturalization Department of The Netherlands (IND) to successfully launch a Conversational AI chatbot ‘Sofia’. This chatbot helps applicants get answers and find information. The goal is to help people self serve more. Simultaneously, IND has added live chat as a channel. After a successful 1 year chatbot pilot with over 200.000 conversations in two languages, Sofia has earned its place as an official channel for applicants. Containment, though not a goal, is around 35% of conversations.
Case study
IND embraces Conversational AI as a channel
The IND is the Immigration and Naturalisation Service (Immigratie- en Naturalisatiedienst). Their 'customers' are foreign nationals applying for residence permits, asylum, visas, or Dutch citizenship. CDI was involved in training the IND team through workshops while helping determine the chatbot scope. Then a duo of CDI AI Consultants became an integral part of the team, helping make chatbot Sofia a success.
Scope
Consulting, Launching and improving a chatbot
Channel
Web Chatbot
Industry
Government
Solution
Customer support
Growth area
Culture↗ Skillset↗ Mindset↗
35
%
Containment
197
K
Conversations in year 1
“The greatest challenge of Conversational AI for government is the huge gap between citizen's language and that of officialdom.”
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Summary
The challenge
IND serves a very disparate group of applicants. Matters regarding immigration are often both complicated and personal. And, the language used by applicants is often quite different from the more formal and legal language used by the agency itself. So the main challenge was dual: recognising what applicants needed and then answering general questions clearly and concisely.
How we supported
CDI was involved in training the IND team through workshops while helping determine chatbot scope. Then a duo of CDI AI Consultants became an integral - if temporary - part of the team helping make chatbot Sofia a success. Conversational AI has become an established channel for IND. And, CDI has gained valuable experience working with both the constraints and great talent and dedication of a government agency like the IND.
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