Gemerative AI: from giving answers to genuinely helping
When a resident asks Gem a question, it looks as though Gem answers straight away. But behind the scenes far more is going on. Using generative AI, Gem works out which route leads to the best answer to the question.
Let us take you through the new applications of generative AI at Gem — or, as we sometimes call it: ‘Gemerative AI’.
Gem's answer routes
When Gem receives a question, the first thing it looks at is: what exactly is this resident trying to achieve? To do that, we set up several ‘answer routes’ for Gem.
You could compare Gem to a private tram running just for one resident. The resident gets on with a question. The tram conductor then decides which route best suits helping that resident further. That tram conductor is the AI that analyses the question and decides which ‘agent’ can handle it best.
Is it a substantive question? Then Gem calls in the knowledge base agent, which automatically looks up the right information. Is the answer already covered by a pre-checked answer? Then Gem answers straight away. Is the information on the municipal website? Then Gem retrieves it from there. And where that is helpful, the Gem tram even calls at both sources and combines the information into a single answer.
But not every question is about information. Suppose a resident wants to make an appointment to collect a passport. The appointment agent then takes over and Gem connects the resident directly to the municipality's appointment system. Would someone rather have personal contact? Then Gem guides the resident to a member of staff through the live chat or the contact centre (KCC). And when questions are inappropriate, the conductor intervenes firmly: that route is simply not available.
That is how, with the help of generative AI, we are moving Gem further and further from a chatbot that gives answers towards a digital assistant that genuinely helps residents on their way.
Cake for a certificate
The first municipalities to take Gem live digitally accessible and certified get treated to a large cake. The first cake will be handed over in August, but you still have a chance.