Social and Behavioral Sciences Commons^™

Learnings From A Pilot Hybrid Question Answering System: Cqas: Case Study Based On A Singapore Government Agency's Customer Service Centre, Hui Shan Lee, Shankararaman, Venky, Eng Lieh Ouh

Research Collection School Of Computing and Information Systems

The Singapore Government first released their digital government blueprint in 2018 with the key message for all their agencies to be "digital to the core and served with heart". With this push, agencies are moving towards human-centric digital services, especially for individual citizens. During COVID-19, Singapore government agencies introduced many COVID-19 digital initiatives resulting in more incoming inquiries from citizens to respective agencies. This surge in inquiries created the challenge on the agencies' end to meet service level agreements. One widely adopted solution is the use of chatbot technology that directly interfaces with the customer. However, several organisations have faced …