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AI for Good Innovate for Impact

4�6� Category 6: Finance

Use Case-1: MOF IntelliServe – AI-Powered Conversational & 4.6: Finance

Document Intelligence for Financial Services

Country: United Arab Emirates

Organization: Ministry Of Finance

Contact Person(s): Eng. Meshal Abdulla BinHussain, mabinhussain@ mof .gov .ae

1 Use Case Summary Table

Item Details

Domain Public Sector Financial Services & AI-driven Digital Transformation
Problem • High Volume of Customer Calls
Addressed
Customers call frequently to ask questions, which consumes significant call center
time, as they struggle to find answers across various sources.
• Difficulty in Finding Information in Documents
Despite high downloads of documents, customers still complain about being
unable to find the information they need within them.
Key Aspects • AI-Driven Conversational Chatbot
of Solution • An intelligent virtual assistant that responds to user queries related to MOF
services, policies, and procedures in both Arabic and English.
• Uses advanced contextual memory, ensuring that follow-up questions are
correctly interpreted and linked to previous interactions.
• Offers personalized real-time responses based on the user’s intent, financial
inquiries, and service requirements.
• Allows users to raise official requests if the chatbot response does not fully
address their concerns.
• Persistent chat memory enables returning users to continue past conversa-
tions or start fresh based on their preference.
• AI-Powered Document Intelligence (Chat with PDF Feature)
• Enables users to upload financial documents (PDFs) and receive instant
AI-generated summaries in both Arabic and English.
• Uses classifiers to determine if the document is relevant to MOF policies, laws,
and financial regulations.
• Supports semantic search and real-time query resolution, allowing users to
extract key insights from complex financial documents instantly.
• Employs Optical Character Recognition (OCR) to process scanned docu-
ments, ensuring accessibility to both digital and scanned files.
• Uses AI-driven knowledge graphs and vector embeddings to improve finan-
cial data extraction and response accuracy.

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