FinlandPublic sector2017 – ongoingSocial Insurance Institution of Finland (Kela)
Kela-Kelpo benefits-advice chatbot
Kela reported nearly 30,000 benefits-advice chatbot conversations in early 2022
Problem
Benefit applicants needed help understanding application questions and eligibility requirements. Many sought confirmation of information they had already read.
Approach
Kela launched its first customer-service chatbot in 2017. Kela-Kelpo subsequently answered benefits questions on its website and helped applicants in OmaKela. Its current AI register describes a Boost.ai model that learns question categories from examples and selects answers written by Kela experts.
Results
Takeaway
The conversation count measured use of the service. It did not establish how many applications were completed correctly or how much staff time was saved.
Categories
- Size
- Large enterprise
- Industry
- Public sector
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Company's own claim
Sources
Source summaries
Kela reported nearly 30,000 chatbot conversations since the beginning of 2022. It described benefits covered by Kela-Kelpo and dated its first chatbot launch to 2017.
Kela describes the chatbot's use of Boost.ai to classify questions from examples. Its experts write the answers; the system selects the appropriate response.
Full details are in the original sources.
