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Virtual Citizen Assistant

based on contextual deep learning with a generative question-answering mechanism
Logo of the European Funds, Flag of the Polish Republic, Flag of the EU with annotation Co-funded by the European Union, Emblem of the Lower Silesia. Logo of the European Funds, Flag of the Polish Republic, Flag of the EU with annotation Co-funded by the European Union, Emblem of the Lower Silesia.

The project is co-financed from the European Funds under the European Funds for Lower Silesia 2021–2027 program.

About the project

KODA is working on the development of a Virtual Citizen Assistant, supporting Polish-speaking citizens in their interactions with public offices, with the possibility of extending it to other languages (including Ukrainian).

The technological advantage of this solution will be the use of contextual deep learning with a generative question-answering mechanism.

The system will handle various types of questions based on frequently asked questions (FAQ) but will also maintain the context of the user’s dialogue with the virtual assistant.

Who will benefit from the project

Potential recipients of this innovation are public administration bodies – Municipal Offices, Civil Registry Offices, and Tax Offices – in the Polish market.

End-users will also include residents and citizens seeking to handle their official matters at the aforementioned offices. The chatbot will guide users through procedures and provide customized advice.

Thanks to the planned solution, citizens will be better prepared to handle official matters in person or will be able to resolve them more efficiently online.

Project goals

The main technological goal will be to develop a method for automatically answering questions asked in natural language. These may concern matters handled by public offices or information related to their operation, such as office locations and opening hours, required documents and forms, requirements, procedures, and more.

The Virtual Citizen Assistant will also provide guidance on how to handle matters online through the ePUAP platform.

The project goals, defined based on the key preferences and requirements of stakeholders, include:

  • Increasing digitization by introducing intelligent solutions in the public sector.
  • Improving the quality and speed of citizen service in public offices.
  • Increasing geographical accessibility of public services in a remote and self-service model.
  • Reducing the use of paper documents in favor of electronic ones.
  • Improving the efficiency of front-line office employees through significant time savings.

The implementation of the project will increase the efficiency of public offices and citizen service through the deployment of appropriate advanced digital solutions.

Project outcomes

Socio-economic benefits include:

  • Improved quality and speed of citizen service in public offices – The Virtual Citizen Assistant will guide users through procedures and provide tailored instructions. As a result, it will simplify the process of document submission and answering inquiries.
  • Increased geographical accessibility of public services in a remote and self-service model – citizens will be able to manage official matters without visiting an office.
  • Increased innovativeness of the company and the Lower Silesian region.
  • Increased investment in R&D activities.

After completing the R&D phase, the solution is planned to be commercialized and integrated into the company’s offering. This will contribute to the company’s long-term development, meet the needs of existing clients, and expand the client portfolio with new entities.

Business outcomes of the project include:

  • Increased competitiveness of KODA in the market.
  • Increased innovativeness of the company through the implementation of a product developed in-house within its R&D activities.
  • Increased revenue by expanding the offering and acquiring a new client base, with the possibility of reinvesting profits into further R&D.
  • Establishing cooperation with research and academic institutions, strengthening experience in implementing research projects in science-business collaboration.
  • Increasing the competencies of research staff.
  • Building a positive company image based on innovation.

Tasks carried out in the project

As part of the project, industrial research and development work will be conducted to develop the Virtual Citizen Assistant, supporting Polish-speaking citizens in interactions with public offices, with the option to extend it to other languages (including Ukrainian).

KODA has the necessary scientific and management staff, as well as property, required to carry out the investment. As part of the project, the company will purchase minor computer equipment necessary for the planned R&D activities.

A portion of the project work will be subcontracted to a specialized R&D entity with expertise in the project’s field.

Additionally, under the digitization component, costs will be incurred for computing power, cloud services, and server infrastructure required to develop the solution.

Under the training component, necessary training will be provided for the R&D staff in the field of text data analysis and natural language processing.

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Project value

The total value of the project is PLN 8,260,330.42, of which PLN 5,149,437.20 is co-financed from the European Funds under the European Funds for Lower Silesia 2021–2027 program.