Streamlining the Norwegian Public Roads Administration's Inquiry Response System with AI

Every year, the Norwegian Public Roads Administration faces the challenge of efficiently handling numerous inquiries from Parliament, which demand precise and rapid responses. Deloitte, leveraging Ayfie's Personal Assistant, developed an AI-driven solution to streamline this process.

This partnership showcases AI’s potential to improve governmental communications and democratic processes by delivering timely and well-sourced information.

 
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About

 

statens-vegvesen-engelsk

 

The Norwegian Public Roads Administration

The Norwegian Public Roads Administration is an agency under the Ministry of Transport. Its mission is to develop and facilitate an integrated and future-oriented transport system throughout the country, which promotes mobility, reduces traffic accidents, and contributes to the transition to a low-emission society.
Deloitte

 

Deloitte

Deloitte is a leading global professional services firm who embraces artificial intelligence as a core componenet of its service offerings and internal operations. By implementing AI technologies, Deloitte helps clients improve efficiency, drive business change, and unlock new insights from data. Since February 2024, the firm has collaborated closely with Ayfie, utilizing their software and AI capabilities to create sophisticated AI solutions for their clients.

 

 

 

"It is important for us to answer questions from the Parliament and other societal actors accurately and efficiently. This AI solution shows how such case processing can be made more efficient and how we can free up time for other tasks"
Jon Lykke, Department Director at The Norwegian Public Roads Administration.
Jon Lykke
Department Director at The Norwegian Public Roads Administration.

The challenge

Every year, The Norwegian Public Roads Administration is tasked with managing a high volume of inquiries and demands for information from the Parliament and political entities, each demanding precise and expedient responses. This process is inherently resource-intensive and time-consuming, as it involves coordinating casework, locating pertinent information, and crafting replies. Additionally, repetitive questioning complicated the situation and highlighted the need for an efficient system to quickly access and manage previously provided responses.

 

The solution

Leveraging Ayfie's Personal Assistant, Deloitte developed an AI-enhanced tool for the Norwegian Public Roads Administration to address these challenges. This tool, crafted specifically for optimizing the case management process involving parliamentary queries, leverages technology to smoothly coordinate responses.

Upon receiving a question, the AI assistant quickly determines the most suitable division or department. It diligently checks past questions and answers to uncover if similar inquiries have already been resolved. Drawing from its rich knowledge base and historical responses, the tool drafts a proposed reply. This draft is then forwarded to a case handler in the appropriate division for review and quality checks.

The solution, powered by Ayfie, incorporates three chatbots, each responsible for distinct tasks:

  1. Assigning questions: Determines the right division for handling the inquiry.
  2. Historical assessment: Evaluates if the query has been addressed previously.
  3. Drafting responses: Constructs a preliminary reply that will undergo quality assurance.

Initially developed as a proof-of-concept, the tool was not completely automated. Following the project's completion, we have now introduced workflows to sequentially automate these necessary operations.

 

The result

The implementation of this solution has significantly improved the Norwegian Public Roads Administration's  operational efficiency by automating the query resolution process. The ability to respond promptly to inquiries has led to a substantial reduction in required adjustments before submission, enhancing productivity.

Key insights:

  • Swift and accurate responses: The AI solution expedites and refines the process of addressing inquiries from Parliament.
  • Resource reallocation: By alleviating time pressures, staff can engage in more strategic endeavors.

The successful partnership with Deloitte and the Norwegian Public Roads Administration illustrates AI's capacity to bolster democratic processes by promoting efficient communication between government bodies. It not only simplifies administrative tasks but also ensures that decision-makers receive well-founded, timely information.

 

Read the original case study on Deloitte's website here: Statens vegvesen (Norwegian Public Roads Administration) | Case Management Assistant.