Implementing voice- and chatbot technology in City of Copenhagen

Københavns Kommune Koncern IT

Studieprojekt/speciale
Storkøbenhavn
Østsjælland

The City of Copenhagen is looking for bright students who wants to take part in the journey of exploiting the advantages of cutting edge voice- and chatbot technology to improve employee and citizen services in the public sector.

Each year City of Copenhagen receives more than 1.5 million inquiries from employees and citizens. We believe that some of these (simple) inquiries can be handled faster, better and cheaper using new technology - without compromising user experience.

On this basis the City of Copenhagen is currently doing an innovation project exploring and testing how voicebot technology can be implemented to provide better service to employees and citizens while reducing the municipality’s overall service costs of these services.

The project is conducted as a collaboration between a leading consultancy, a leading call center provider and a leading voice recognition and AI provider.

The goal of the project is to develop and test a specific voicebot-setup within the City of Copenhagen’s current IT-infrastructure and system landscape, and on a specific use case.

The current voicebot setup undergoing testing consists of following components: Interactive Voice Response (IVR), Speech to Text (STT), dialog system/Natural Language Processing (NLP) and Text to Speech (TTS).

The setup is initially being tested on internal IT-support inquires. Simultaneously other use cases are identified in terms of scaling the solution to various areas.

In this context we are interested in further investigation and perspectives of scaling, resizing and realizing the full potential and barriers of the technology into other areas and departments of the city of Copenhagen.

We especially see following thesis trend areas as relevant for a collaboration:

  • Service design / service optimisation – Investigation and aspects on how to design and optimize specific workflows on identified servicebot use cases.
  • Working process and process optimization in companies –How is the technology governed and designed to install ownership of the technology within the different departments and areas in the municipality (maybe GAP analysis)? How can departments be encouraged and structured to identify and implement voice- and chatbot technology?
  • Change management & IT project management – Aspects or products regarding user adaptation on three levels concerning (1) decentralized service providers to implement technology (2) internal (employees) user adaptation on a specific use case and (3) user adaptation on a specific use case.
  • Performance and Scalability Analysis – Investigations on how to scale, reuse and setup voice-/chatbot functionality.

 

Candidates will be provided with sufficient insights about the technology and organization. Furthermore, you will be given access to key employees involved with the project.


Løbende ansøgningsfrist

Studieprojekt/speciale
Storkøbenhavn
Østsjælland
Elektro & Telekommunikation
IT
Organisation & Ledelse
Sprog, Media & Kommunikation
Teknik & Teknologi
IT - Netværk & Telekomm.
IT - Software
Ledelse & Planlægning
Organisation & Forening



Københavns Kommune - hurtigt overblik


Københavns Kommune
Københavns Kommune
I Koncern IT arbejder vi for et digitalt København. Gennem digitalisering frigør vi ressourcer til, at 45.000 ansatte i Københavns Kommune kan skabe en bedre hverdag for københavnerne. Vi leverer IT – fra infrastruktur til robotter og apps – og rådgiver forvaltningerne om digitale muligheder, så løsningerne bliver de bedste for Københavns Kommune og borgerne. Det er vores opgave at opretholde en effektiv og sikker IT-drift og understøtte Københavns digitale udvikling.

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2400 København NV
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