Page 562 - AI for Good Innovate for Impact

AI for Good Innovate for Impact

2 Use Case Description

2�1 Description

Customers of the Ministry of Finance (MOF) have historically faced challenges in efficiently
accessing financial information. With multiple service portals, lengthy documents, and varying
data formats, users often struggle to find the specific information they need quickly. This has
led to an increase in calls to the call center, which is overloaded with repetitive inquiries, further
hindering operational efficiency.

Moreover, many customers have difficulty extracting relevant details from large, complex
financial documents. Despite downloading these documents, users are unable to easily locate
the specific content they are looking for, creating frustration and delays in obtaining critical
financial information.

These inefficiencies not only impact customer satisfaction but also increase operational costs for
the Ministry, as employees spend significant time addressing repetitive queries and manually
navigating through documents.

The primary objective of the MOF IntelliServe platform is to improve user access to financial
information and services while enhancing operational efficiency. The key aims of this use case
include:

1. Streamlining Customer Interaction:
Provide users with an intuitive, AI-driven chatbot that delivers instant, accurate responses to
their inquiries, eliminating the need for multiple service portals and long document searches.

2. Reducing Call Center Dependency:
Automate responses to repetitive inquiries and route more complex requests to human
operators, easing the workload of the call center and enabling faster resolution for customers.

3. Enhancing Document Accessibility:
Enable users to upload and query financial documents directly, using AI to summarize and
extract key information, making it easier to retrieve relevant details quickly and accurately.

4. Improving Overall Efficiency:
By automating document processing and customer interactions, the platform aims to reduce
manual effort, streamline workflows, and cut down on operational costs for the Ministry of
Finance
• Describe the innovative technological approach being implemented.

The MOF IntelliServe platform utilizes cutting-edge AI and machine learning technologies to
address the challenges of customer interaction and document retrieval. The key technological
innovations include:

1. AI-Powered Chatbot:
An intelligent virtual assistant integrated with Natural Language Processing (NLP), allowing
users to interact in both Arabic and English. The chatbot understands and responds to user
queries in real-time, providing context-aware answers and guiding users to the right information
efficiently.

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