17th Jan 2020

Case study: How the Singapore's government chatbot initiative enriched CX

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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.

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