Two tech firms operating under the Hong Kong Smart Government Innovation Lab recently announced that they have launched new solutions which are now ready to be acquired by companies and institutions.
SOLUTION ONE – INTELLIGENT CHAT-BOT FOR MULTIPLE CHANNELS
Solution description
The first solution is an intelligent chatbot for multiple channels. It allows users to citizens choose the most convenient channel for their task. The ‘novomind iAGENT’ enables users to manage all customer service communication within a single platform, this includes calls, emails, social media, live-chat, Chatbot, SMS, major messenger applications and more.
Public agencies can use the system to answer and route citizen enquiries to the right agents automatically via powerful NLP for multiple languages. Moreover, citizen profiles can be fully connected to an existing CRM/database/ID system.
Users can access a full history of each interaction across all channels to analyse and better manage the customer services activity while increasing user satisfaction at the same time.
The solution increases efficiency, reduces response times and enhances user satisfaction through the use of modern omnichannel customer service technology which is employed by various global businesses, healthcare providers and hospitals, e-commerce stores, banks and insurance companies.
Application Areas
The solution was developed to be applied across the areas of Broadcasting, City Management, Climate and Weather, Commerce and Industry, Development, Education, Employment and Labour, Environment, Finance, Food, Health, Housing, Infrastructure, Law and Security, Population, Recreation and Culture, Social Welfare as well as Transport.
Technologies Used
The solution employs Artificial Intelligence (AI), Cloud Computing, Data Analytics, Machine Learning and Natural Language Processing.
Use Case
If used by public agencies, citizens expect an excellent service level across all government departments. The solution allows government departments to offer multiple channels such as email, call, web chat, social media and various messenger apps. These can be further equipped with intelligent chat-bots to optimize enquiries.
All enquiries are routed to a single front-end for service agents, giving them all they need to reply to enquiries rapidly and efficiently. Citizens can choose also their most convenient channel.
SOLUTION TWO – BLOCKCHAIN- AND NFC-BASED BUSINESS PROCESS MANAGEMENT (BPM) PLATFORMS
Solution description and use case
For years, government operation has been a heavily paper-based activity. One breakthrough that humanity has made is that we’re now able to do several types of public services 100 per cent digitally and provide facilities to assist all departments with their operation and compliance requirements.
Evolving regulatory and privacy protection landscape is leading to higher compliance costs. The firm’s innovative mobile workflow solution enables real-time data is available, enhance workplace communication and corporation between all departments.
While some government organisations already use business process management (BPM) platforms, most are unaware of how they can take advantage of combining blockchain technology and smart contracts with their existing workflows. While organisational processes have been used by systems to support the enactment and execution of processes, inter-organizational processes, the challenge of joint design and lack of mutual trust, still need work.
Through enhanced NFC digital token, the solution allows front-end staff to upload required evidence securely and simply with their allocated mobile devices and benefit from push authentication technology and more secure staff logins that employ facial recognition technology on the front-end staff’s mobile device for authentication.
Managers will receive notifications to authenticate logins and approval on special circumstances, sent via an encrypted messenger, and can confirm the action with a single swipe on their mobile device.
Access rights can also be assigned to, for example, several staffs as needed. You decide levels of permission rights each staff needs to complete their job duties securely and efficiently.
The solution would provide a platform that features a widget-based dashboard with extensive personalisation options. Management can manage and monitor their different business units on a single dashboard – for example, pass rate, on-time delivery, job status, accounts status, transactions, apply for loans and other services with real-time updates.
The solution can also create a personalised watchlist and receive real-time alerts so that they can be alerted when certain circumstances have been identified.
Application Areas
The solution was developed to be applied across the areas of Broadcasting, City Management, Climate and Weather, Commerce and Industry, Development, Education, Employment and Labour, Environment, Finance, Food, Health, Housing, Infrastructure, Law and Security, Population, Recreation and Culture, Social Welfare and Transport.
Technologies Used
The solution uses Blockchain technology, Mobile Technologies and Radio Frequency Identification (RFID).
