Chatbots for Public Administration Technical workshop on Catalogue of Public Services Chatbots for Public Administration 16th May 2019 Deirdre Lee CEO, Derilinx @deirdrelee @derilinx www.derilinx.com

2

Clients 3

# 1 for Open Data in Europe 4

Chatbots for Public Administration 5

Enabling Access to Digital Government Services to Widest Range of Potential Customers 6

Key Limitations for Services are not presented in a customised way to the user. The breadth of services on gov.ie from different organisations and different sectors. No existing knowledge-base of queries. No human support fall-back option for more complex queries. 7

Vision Empower self-service access to Digital Government Services to a wide range of citizens. How Use universal design to provide customised responses with related information and services. 8

AI APIs BOT Frameworks and SDKs Python NLP and AI Libraries

GovAssist©

Innovative Approach

Leverage the rich chatbot, dialogue systems and AI technology Learn from its experience and interactions, continually improving the quality and accuracy of its dialogue Utilise a number of data sources gov.ie citizensinformation.ie Linguistic Data Consortium (LDC) European Language Resources Association (ELRA) Kaggle Artificial Intelligence

Facilitate the interoperability of information by creating connections between data, supporting rich querying. Use EC’s Core Public Services Vocabulary (CPSV) and the Core Public Organisation Vocabulary (CPOV) to build a catalogue of public services. Linked Data

Conform to 7 Principles of Universal Design Adopt Inclusive by Design Enable access to digital government services to the widest range of potential customers Conform to 7 Principles of Universal Design Adopt Inclusive by Design approach to Channels Interaction Interface Layout Universal Design

Chatbots for Public Administration Technical workshop on Catalogue of Public Services Chatbots for Public Administration 16th May 2019 Deirdre Lee CEO, Derilinx @deirdrelee @derilinx www.derilinx.com