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
Blog: What is a customer experience strategy?
A customer experience strategy is vital to help businesses navigate both the good times and the bad. It’s your plan of action to help you focus on your priorities and deal with issues when they arise. Find out everything you need to know about customer experience strategy.
Case Study: loveholidays uses Twilio Flex to Improve Agent Productivity by 20%
For over four months, travel agencies like loveholidays have been forced to refocus their customer service agents from bookings onto cancellations.
Blog: How psychological safety (and Aristotle) can help you beat the competition
CX Educator Sandra Thompson talks psychological safety and how it could help your teams operate on a whole new level.
Blog: Walking in your employees’ shoes (at 35,000 feet)
Senior CX leader Kate Thornton shares her experiences of working on the ‘front line’ and the benefits of properly involving your staff when innovating and problem-solving.
Blog: What makes a great customer experience?
Psst! These are our five key tips to transform your customer experience into something absolutely smashing. Just don’t tell your competitors!
Case Study: How BGL Group extended self-service capabilities to phone with AI
DVELP’s call-centre AI solution helped BGL Group to better understand customer intentions and provide self-service through the voice channel
White Paper: Does Brexit mean CXit?
2020/21 will remain memorable for the disruption caused by COVID-19 and most probably Brexit.
Blog: Service design: breaking the rules of customer contact centres
Mark Adams, Member Services Director at Pure Planet, discusses how service design contributes to the experience you want to deliver to your teams, customers and members.
Podcast: Season 2: The CX Chat with Matt and Simon
A weekly podcast on all things Customer Experience (CX).