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Projects/Productivity
SSG-WSG Call Me Back
SSG-WSG Call Me Back logo

SSG-WSG Call Me Back

The project will develop a voicebot that captures caller inquiry details and schedules callbacks with specialized officers to improve first-call resolution and satisfaction among mid-careerists seeking upskilling or career transition guidance

Shortlisted for IncubatorBooth PR12
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Call Me Back

Team Members

  • Alvina Lee (SSG)
  • Annicia Koh Hua Wei (CPIB)
  • Bindu Sukumaran (MTI)
  • Chong Wee Kim (MTI)

AI-Powered Voicebot for Mid-Career Upskilling Support

In an era where career transitions and upskilling are vital for workforce adaptability, timely guidance is crucial for mid-career professionals. Recognizing the challenge of limited officer availability and the preference for phone-based engagement, our award-winning solution revolutionizes the inquiry process with a user-centric AI-powered voicebot.

Designed to enhance efficiency and effectiveness, the voicebot seamlessly interacts with callers, captures their inquiry details, and schedules callbacks with specialized officers. This ensures swift, well-prepared responses, minimizing wait times while optimizing officer productivity. By integrating intelligent automation with a human touch, this innovation empowers professionals with timely, personalized career support, making the upskilling journey smoother and more accessible than ever.

Speech-to-Text AI Application

This Speech-to-Text AI application demonstrates the integration of modern web technologies to create an interactive AI assistant. It leverages React for the frontend, incorporates Web Speech API for voice interactions, and communicates with a backend AI service to provide responses to user queries.

Problem Statement

HMW help mid-careerists proactively assess their skills and explore potential career transitions after the threat of retrenchment arises?

Our Solution

The Voice Bot streamlines the process by prompting mid-careerists, collecting relevant information, and scheduling call-back appointments for personalized upskilling and career transition guidance.

Features

Inquiry Capturing FeatureIntelligent Categorization Feature
The Voice Bot gathers key details on mid-careerists' needs, equipping officers for effective guidance during callbacks.The system analyzes inquiries, categorizes them accurately, and assigns them to the right officer, ensuring callbacks are handled by experts while minimizing misrouting and unnecessary escalations.

Call-back Scheduling

The system enables mid-careerists to schedule calls with specialized officers at their convenience, ensuring they receive expert guidance at a suitable time.

Technology Stack

  • Backend Framework: FastAPI
  • Database: PostgreSQL
  • AI and NLP: OpenAI GPT-4
  • Vector Database: Milvus
  • Conversation Management: Autogen
  • Python Version: 3.9+

Impact

  • Inquiries will be addressed based on customers' specific needs and availability.
  • Customer satisfaction ratings will exceed the Whole-of-Government (WoG) standard.
  • Call center resources can be more effectively utilized for higher-level tasks that enhance customer experience rather than level 1 triaging.
Our Team with Mr Dominic Chan

Our Team with Mr Dominic Chan (Chief Information Officer & Assistant Chief Executive, Chief Information Office and Technology Management Office) during the feedback session