Use Case
The digital assistant for simple, effective, and inclusive access to public services
A Virtual Assistant integrated into the website helps users navigate available services using natural language, promoting digital autonomy and strengthening trust in public institutions.
Where: Italy
Where: Italy
Mission
Institutional websites are often complex to navigate: similar services, technical language, and a lack of guided pathways. As a result, users may struggle to find their way or complete a process online, leading to mistakes, dropouts, or increased demand for support.
Solution
The user accesses the portal and describes their need (e.g., “I want to change my residence”), and the Virtual Assistant immediately guides them to the right service, providing step-by-step instructions: required documents, direct links, timelines, and submission methods. The assistant is available 24/7, multilingual, and adaptable based on the user’s profile, offering a simple and personalized experience.
The assistant identifies the user’s need, suggests the most appropriate service, and guides them step by step through the process, reducing errors and waiting times. A solution that improves accessibility, simplifies bureaucracy, and makes the relationship between public administrations and users more efficient.
Digital Ecosystem
Actions
Digital Ecosystem
- The Virtual Assistant combines artificial intelligence and natural language processing (NLP), and is trained to recognize user intents and needs expressed in natural language.
- It is connected to a digital catalog of the organization's services and is designed to provide accurate answers, suggest the appropriate service, and guide users with detailed instructions through each step of the required process.
- Mechanisms are in place to prevent bias and ensure the accuracy and transparency of the information provided — for example, by offering users the option to explore responses further through links to official reference documents.
Expected results
Increase in Completed Online Procedures
Higher User Satisfaction
Impacts
Technologies
AI & Data
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