European Commission: EDCC Transforms Citizen Service with AI-Powered Knowledge Base
The European Direct Contact Centre (EDCC) stands as a critical touchpoint for citizens engaging with the European Union. Each year, EDCC fields approximately 200,000 unique inquiries from citizens across 24 languages, covering a wide range of topics from retirement benefits and air passenger rights to animal welfare regulations and cross-border mobility policies. Committed to delivering accurate and timely information while prioritizing data security and privacy, the European Commission implemented a game-changing solution: a cutting-edge Knowledge Base (KB) powered by The QA Company's QAnswer platform.
Leveraging the power of generative AI, the KB goes beyond traditional search methods. QAnswer employs state-of-the-art language models capable of not just finding existing information but also generating coherent and informative responses. Since its deployment in May, the KB has already demonstrably transformed EDCC operations. Over 250,000 conversations conducted by 40 agents across all 24 official EU languages have benefited from its capabilities.
Prioritizing Security & Privacy:
Recognizing the sensitivity of citizen inquiries, the EDCC KB deploys its generative AI models on premise. This crucial decision ensures that all data remains securely within the European Commission's controlled environment, eliminating any risk associated with cloud-based processing. By keeping data local, the EDCC upholds the highest standards of privacy protection, safeguarding confidential information shared by citizens.
Driving Measurable Returns:
Investing in AI-driven solutions delivers tangible returns. The EDCC KB exemplifies this principle by driving several key advantages:
Increased Agent Productivity: Faster access to information enables agents to handle a higher volume of inquiries per day, maximizing resource utilization.
Improved Response Accuracy: Comprehensive and reliable data access minimizes errors and inconsistencies, ensuring citizens receive correct and complete information.
Enhanced Citizen Satisfaction: Quicker response times and accurate answers contribute to a positive user experience, fostering trust and engagement with the EU.
Looking Ahead: Toward Full Automation and Broader Applicability
Building upon this success, EDCC is entering a new phase focused on further leveraging AI to proactively generate candidate answers. This means that agents will soon be presented with high-quality, pre-written responses tailored to incoming queries, ready for review and refinement if necessary. This approach promises to further streamline workflows, freeing agents to focus on complex cases requiring human judgment while ensuring consistent quality across all interactions.
Moreover, the knowledge gained from developing this KB holds immense value for other support centers and organizations facing similar challenges. The EDCC's implementation showcases the adaptability and scalability of this AI-powered approach, paving the way for broader adoption across diverse sectors. By combining cutting-edge technology with a dedication to data security and ethical considerations, the EDCC sets a powerful example for the future of citizen service and knowledge management.
Here are four key results showing how the EDCC transforms citizen service with its AI-powered knowledge base:
Message Insights over Time: The system logs provide key insights into the types of questions and issues citizens raise over time, helping to refine the knowledge base and improve response accuracy.
Users' Geographical Insights: Logs also offer valuable data on the geographical distribution of users, allowing the EDCC to tailor services to the specific needs of different regions.
Verified Responses: The AI assistant benefits from answer sources, allowing agents to verify the accuracy of AI-generated responses before sharing them with citizens.
AI-Powered Chatbot: Leveraging the power of generative AI, the EDCC's knowledge base functions as a highly effective chatbot, handling routine inquiries efficiently and freeing up agents to focus on more complex cases.
Thank you for your continued support and trust in the EDCC as we strive to enhance citizen service through innovative AI-powered solutions. We look forward to continuing this journey together.
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