Consultant of the State Unified Computerized Land Register - Virtual Assistant Justs
The success story in a nutshell
The Court Administration of Latvia values development, modernization and improvement of the quality of work, therefore introducing a virtual assistant was an informed and strategic decision of the institution. The virtual assistant has helped residents with more than 5700 reports on the electronic services of the Land Register since its first day of work.
31,057
CUSTOMERS ADVISED
113,923
MESSAGES
24/7
AVAILABILITY OF THE VIRTUAL ASSISTANT
1
NEW AND ADVANCED COMMUNICATION CHANNEL
Confusion in the jungle of electronic services
The purchase or sale of a property, as well as execution of various operations in the Land Register and acquisition of information on immovable properties is often complicated. The e-services provided by the website www.zemesgramata.lv greatly facilitate this process. In the jungle of these services, modern artificial intelligence solutions, such as virtual assistants, can guide the users.
Free assistance at any time of day
In order to help customers navigate the institution's website www.zemesgramata.lv and the e-services provided, in November 2019 the Court Administration introduced its new employee, Justs, a virtual assistant to the Land Register (the name “Justs” was chosen as a derivative from the word “Justice”).
The new assistant is prepared to provide structured answers regarding the electronic services of the Land Register at any time of the day, to assist in submitting an electronic request and to connect with the appropriate contact person. Since joining the company, the digital assistant has advised more than 30,000 users in need of assistance in these matters.
"The opportunities provided by new technologies allow for significant improvements in customer service and increased efficiency of the institution,"
said Andris Munda, acting director of the Court Administration
Modern technology for future-oriented institutions
Neural network technologies play an essential role in the creation of the assistant, in order for it to be able to analyze the natural language that people use everyday. Justs understands what the user is writing, even if the text is inaccurate and flawed. In addition, the robot learns from communication with customers. The platform allows the employees of the Court Administration to follow the conversations and take over if necessary.
The results are compelling
- Customers do not have to visit a customer service center in person or wait for a call with a customer service operator, thus saving time and resources
- The number of calls regarding the most frequently asked questions has decreased
- Communication with customers has become more accessible and friendlier
- General knowledge of the judicial work in Land Register cases has increased
Future ambitions
The Court Administration and its customers are thrilled with Justs performance in the State Unified Computerized Land Register. Thus, there are enthusiastic plans for new AI solutions that could be introduced in the e-auction site and e-case public portal, and it is expected that they will become available to the general public at the end of 2021. In the future, Justs’ scenarios will be supplemented with questions on the State Unified Computerized Land Register – a very broad and detailed domain that is a true challenge for a virtual assistant.
The AI chatbot was developed on the Latvian State Administration language technology platform hugo.lv in co-operation with the Culture Information Systems center.
