Service Needs

Reference No.

N-0011

Title

Complaint and Enquiry Case Information System

Business Needs / Challenges

The department receives and handles thousands of complaints/enquiries from members of the public every month.  At present, there is no centralized case information system for searching recorded complaints, actions, reply to members of the public and reference materials issued by the department.  Officers can only access his/her cases and time is devoted to search for reference cases and materials.

Application Areas

Transport

Expected Outcomes

Proof of case will be conducted to study: 
- whether AI can understand the case, identify what the issues are and automatically search internal databases to find the answers they are looking for, eliminating the need to dig through disparate sources. so that the officers can focus on the more complex tasks. And prepare monthly report on the overall trends of the cases received by the department.
- estimate on the cost and schedule for full implementation.

Technologies to be Used

Artificial Intelligence (AI)
Deep Learning
Machine Learning
Predictive Analytics