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Why invest in intelligent agents?

At a time when innovation is no longer an objective but a rule, technology and speed are now in step with the daily lives of people and organizations. This reality is reflected in multiple dimensions one of them being the need to meet the high expectations and demands of public service users. Citizens want total freedom to choose the channel and the time they want to interact, becoming increasingly less tolerant in their ability to wait for a response. The challenges faced by the Public Sector in this spectrum are several.

The area of Justice and, particularly, the services of the Registry and Notary have been particularly challenged, by their nature, on the customer service area. Consequently, over the years IRN has been making changes on its operating model. In recent years we have seen a new and strong motivation for transformation, largely based on new technologies.

In this digital transformation process we want to highlight the recent introduction in its customer services of the intelligent agent IReNe, a chatbot enhanced by extensive use of artificial intelligence, which promises to significantly increase efficiency and response to users.

The intelligent agent, IReNe not only provides all information regarding the citizen card, but also makes suggestions of the best place to renew it for those who do not meet the requirements to do it online. Besides that, IReNe supports the scheduling of a face-to-face appointment, making life easier for the user and better management and planning of IRN resources. This was the innovation presented at the Web Summit 2019 in the presence of the Prime Minister, António Costa, the Deputy Minister and Minister of Economy, Pedro Siza Vieira and the Secretary of State for Justice, Anabela Pedroso.

An intelligent agent improving the relationship with customers is already a reality on public and private services that are a step ahead. However, the digital innovation on organizations is achieved in different aspects:

  • Innovation in customer services covering the entire life cycle of the relationship of the organizations with customers and companies (an intelligent agent is part of it);

  • Procedural improvement of the different formats of customer identification;

  • The management of customer complaints;

  • Document management, internal processes and preservation of digital archives following the set of mandatory regulations and security rules;

  • Database modernization, namely with hybrid models that allow an integrated model, and if necessary, with replication between the organization's datacenter and the Cloud for high availability and redundancy (for data security).

Typically, in a first phase, innovation occurs in new areas and using the most tangible benefits that the Cloud offers, namely agility, speed of implementation and access to innovative services that provide external visibility in the market.

However, we know that organizations work at different speeds, and that there are data and business processes supported by systems that we consider "stable" and that it is better "not to move". These areas, usually critical for the business, have been somehow bound to stagnation by staying out of this evolution to the cloud.

A solid long-term digital transformation strategy considers data access a key asset (database systems) if done in a way that ensures its security and availability. Short-term evolutions and innovation will be leveraged with the evolution of data in the cloud, either through migration or the creation of the database natively in the cloud, in a service model. The example of creating a solution like the Intelligent Agent, chat-bot IReNe, side by side with the use of machine learning is based on these models, supported by data and AI capacity in the cloud.

Have you read our article about planning the right steps for modernization and discovering the full power of your data to drive competitive advantage? Take a look!

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