The Dutch police wanted to discover if a chatbot system could work as a new reporting channel. This could also be a nice way to keep civilians in the loop and give relevant updates about their request. Together with our partner Deloitte we organized several design sprints of multiple weeks to design, test, and build solutions to the problem. Dutch citizens can now file a police report using chatbot Wout. We are proud that we made this possible.  

Problem
The Dutch police heavily relied on their own intelligence in order to address suspicious behaviour. In the case of Burgerparticipatie (eng: citizen participation) they were looking for ways to engage with citizens more, and provide the means to lower their barrier to provide the police with critical information for crime investigation.

 

Solution

In the end, we managed to build a virtual agent that could handle the incoming requests similar to the way a normal human agent would. The AI classified the answers of the user request and linked them to the correct intents. Now the client was able to handle many more requests. Click here for more information

Better insights: With the chatbot the satisfaction of citizens increased as they saw 24/7 accessibility and fast response of the police chatbot as the biggest gain to make reports on suspicious situations sooner.

Better decisions: With citizens reporting suspicious situations sooner the Dutch Police were much better able to map and respond adequately to the potential crimes in the neighbourhood.

Data

C hats from 50 test users and police officers

Technology

NLP model, Dialogflow

Scope

Designing, Modelling, and Testing

Planning

Realized in 12 weeks

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