The Government Technology Agency (GovTech) drives Singapore’s Smart Nation initiative and public sector digital transformation.
As part of this, GovTech had been exploring the use of Virtual Assistants and Artificial Intelligence technology to help Singapore’s citizens and businesses navigate online government services and improve service delivery. The idea to create an intelligent chatbot for government agencies was originally seeded in 2014, after a survey revealed that approximately half of the queries by visitors to government agencies were general enquiries.
In the 5 years since launch, Ask Jamie has delivered impressive results including:
- Scalable support for Ask Jamie expansion – Ask Jamie supports 80 Singapore Government websites and 9 Intranet sites.
- Handling millions of citizen enquiries – Ask Jamie has already answered over 15 million questions from citizens.
- Self-service – Ask Jamie exerts downward pressure on contact volumes, with up to 50% reduction in enquiries that would have previously gone to call centres.
White Paper: Broadening Customer Access with the latest intelligent Virtual Assistant technologies
With 2020 looming, we’re now experiencing a race to create a single interface for the user – and the Virtual Assistant era is upon us
Brochure: SuperChannel – Digital Content Sharing
Often a customer process cannot be resolved during the first call. Subsequent interactions are usually required, whether by phone, email, or through other channels
White Paper: CX Realities 2020 – The story of COVID-19 and how customer service responded
This report looks at the impact of COVID-19 on how we behave as organisations, employees and consumers.
White Paper: Transitioning to AI-enabled customer journeys
How Big Data, Machine Learning and AI are combining to create the smart CX data platforms essential for customer journey success.
Case Study: Dynamic Singapore communications company drives 50% reduction in email traffic following deployment of flexAnswer chatbot solution
M1 was keen to extend its digital service offering with a virtual assistant chatbot solution to provide its customers with a high quality, conversational interface to help simplify online customer journeys.
Case Study: How Addison Lee Group applied Sabio’s Voice of the Customer solution to grow CSAT and NPS
Competing in a market transformed by the order-by-app revolution, Addison Lee Group has invested significantly in modernising and digitising its customer engagement model.
Case Study: LV= Fully optimised Workforce Management solution unlocks 30% planning efficiencies
The LV= GI vision is to be Britain’s Best Loved, so providing award-winning service to its five million plus customers is critical to achieving the company goal.
Case Study: How Sabio Helped HomeServe to take Speech Analytics to the Next Level
Combining Speech Analytics with effective stakeholder engagement and business improvement has unlocked significant benefits for HomeServe.
White Paper: The guide to improving your contact centre Net Promoter Score
Research showed us that top performing companies with the highest NPS scores all understand the links between Operational, employee and customer insight.
Video: Highlights – Sabio’s Disrupt CX 2019
Sabio's Disrupt CX 2019 in April addressed the challenges organisations face in responding to customer experience requirements.
Video: Hello, we’re Sabio
At Sabio we make sure your customer experience is brilliant, then stays brilliant.