LONDON – With governments across the world working to enable broad-scaled digital transformation, public sector organizations are increasingly gravitating towards the adoption of Conversational AI solutions to redefine the citizen experience. According to data released by Yellow.ai, a leading enterprise-grade Conversational AI platform, the company has served over 2.7M unique users for its government sector clients worldwide.
Recently mentioned in the Gartner Hype Cycle for Digital Government Services, 2022, under the chatbot category, the company works with key government departments across countries. The Yellow.ai platform has recorded an exchange of over 79M messages focused on citizen delivery services, exchanged between its Dynamic AI agents and end-users during over 5M sessions.
Raghu Ravinutala, CEO & Co-founder, Yellow.ai said, “Public sector organizations need to address numerous queries daily, and doing so manually is a time-consuming task. At the same time, citizens have a growing expectation of being able to conveniently avail of government services. That’s where Conversational AI can step in to improve efficiency and human productivity, streamlining the process of delivering citizen services digitally while keeping humans in the loop. We have seen a huge surge in traction from government agencies across countries and our deployments are helping address some very unique use cases by bringing power to citizens’ fingertips on channels that they actively use. With continued emphasis on digitization, we expect Conversational AI to soon become an integral pillar in delivering stellar services to citizens.”
While text-based messaging channels are the preferred medium for citizen delivery services, the company is also seeing voice-based Conversational AI solutions gain momentum. The major use cases, as observed, are for automating customer support, filing documentation related to government entities, booking services, raising complaints, making payments, and locating branches and offices, where the most traction is being witnessed on channels such as WhatsApp.
The company’s Dynamic AI agents are handling a myriad of use cases, from assisting thousands of Bangalore Metro Rail Corp Ltd. commuters with various essential services such as recharging metro smart cards, locating nearby metro stations, and obtaining fare information, to running over 4.2 million informational campaigns for the Government of Maharashtra Department of Women and Child Development around nutrition and the welfare of pregnant and lactating mothers across metros and rural areas alike. Globally, the company expects to see continued growth and demand in this space in the next few months, with governments across countries aiming to accelerate their digital transformation journeys.