NetherlandsPublic sector2022 – ongoingNetherlands Police
Wout public-service chatbot
Netherlands Police said Wout handled almost 80% of requests independently
Problem
The police wanted to make public enquiries easier to handle while reducing staff workload. Citizens also needed an accessible alternative to existing contact channels.
Approach
Wout entered use in February 2022 on the police website. Its conversational model identified the subject of a request and selected conversations written by people and checked by experts. Sensitive subjects triggered a transfer to a service-centre employee.
Results
Takeaway
The reported handling rate came from a chatbot with controlled answers and human escalation for sensitive subjects.
Categories
- Size
- Large enterprise
- Industry
- Public sector
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Company's own claim
Sources
Source summaries
The police described Wout as an operational conversational chatbot using human-written responses. They reported that it handled almost 80% of requests independently and transferred sensitive subjects to employees.
Full details are in the original sources.
