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Industria: Public Sector
Categoría: Artificial intelligence, Automation

AI Helps in Providing High-Quality Counseling to More Children

Every year, more and more inquiries are made by children to the helpline BørneTelefonen, and Børns Vilkår wanted to reduce the number of unanswered calls. In 2019, after a joint workshop, Børns Vilkår and NTT DATA found that an AI solution could help reduce the number of unanswered inquiries to BørneTelefonen by utilizing their data from previous conversations to help the counselors to give the best possible help to children.

Børns Vilkår wanted to reduce the number of unanswered calls on their helpline with the help of an AI chat support tool

Why NTT DATA Business Solutions?

  • Børns Vilkår appreciated NTT DATA’s expertise and experience, as AI was completely new territory to them
  • The project was explored with a high degree of co-creation including advisor involvement at all stages and driven by NTT DATA’s genuine interest in understanding the organization, its needs, and challenges
  • Driven by a mutual interest in using ethical AI to serve a higher purpose, NTT DATA saw great potential in helping BørneTelefonen

We were sitting on a goldmine of data without being able to explore it properly – and this project has helped us with that. Now, with the chat support tool Rådgiverassistenten, we use our data to help even more children.

Charlotte Smerup, Digital Counseling Consultant, Børns Vilkår

Challenges

  • Every year, more and more inquiries are made by children to the helpline BørneTelefonen, and Børns Vilkår wanted to reduce the number of unanswered calls
  • It was crucial to Børns Vilkår that the children are always met by an attentive and empathic human being when reaching out
  • The advisors working with BørneTelefonen do not have in-depth knowledge about all the areas they are asked about, which means that giving comprehensive advice may require substantial research

Solution

  • Rådgiverassistenten (Advisor Assistant) – AI solution for chat helpline

Benefits

  • BørneTelefonen can help more children better by utilizing the full potential of the data they collect from the chat
  • By helping the advisors quickly identify the child’s concerns, the right question to ask, and the best help, Rådgiverassistenten ensures higher quality in the conversations
  • The assistant offers faster onboarding of new volunteers and helps them feel more confident
  • A Data Scrambler in NTT DATA’s solution ensures full GDPR compliance
Customer Reference
AI Supports Advisors in Providing High-Quality Counseling to More Children

Every year, more and more inquiries are made by children to the helpline BørneTelefonen, and Børns Vilkår wanted to reduce the number of unanswered calls. In 2019, after a joint workshop, Børns Vilkår and NTT DATA found that an AI solution could help reduce the number of unanswered inquiries to BørneTelefonen by utilizing their data from previous conversations to help the counselors to give the best possible help to children.

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