The European Union (EU), home to over 450 million citizens across 27 member states, faces diverse inquiries ranging from cross-border mobility to environmental policies. To ensure transparency and efficient governance, the European Direct Contact Centre (EDCC) handles these inquiries. As demand grew, EDCC partnered with The QA Company to integrate QAnswer, an AI-powered Knowledge Base. This solution streamlined operations, reduced response times, and improved information accuracy. This white paper explores how AI has transformed EDCC, addressing challenges and enhancing public service.
Role of the EDCC :
The EDCC is a vital link between citizens and the European Union, handling around 200,000 inquiries each year on topics like retirement benefits, air passenger rights, animal welfare, and cross-border mobility. These inquiries, managed in 24 official EU languages, highlight the diversity and complexity of citizen needs.
Solution overview :
To address these challenges, EDCC partnered with The QA Company to integrate QAnswer, an AI-powered Knowledge Base. Unlike traditional systems, QAnswer uses generative AI for tailored responses and supports all 24 EU languages, ensuring accessibility. The on-premise deployment keeps data within the EU’s secure infrastructure, avoiding cloud-related risks. This solution offers high performance, scalability, and minimal disruption to EDCC's existing operations, enabling them to handle growing inquiry volumes efficiently and securely.
Key Results
