Using human language technology to support the handling officers at the Swedish Social Insurance Agency

QC 20140924
The Swedish Social Insurance Agency, (Försäkringskassan) receives 40 000 per month as well as phone calls from the citizens that are handled by almost 500 handling officers. To initiate the process to make their work more efficient we carried out two user-centered design workshops with the handling officers at Försäkringskassan with the objective of finding in what ways human language technology might facilitate their work. One of the outcomes from the workshops was that the handling officers required a support tool for handling and answering e-mails from their customers. Three main requirements were identified namely to find the correct template to be used in the e-mail answers, a support to automatically create templates and finally an automatic e-mail answering function. We will during two years focus on these design challenges within the IMAIL-project.

Knutsson, OlaKTH,Numerisk Analys och Datalogi, NADA(Swepub:kth)u1def5ji (författare)
Cerratto Pargman, TeresaKTH,Data- och systemvetenskap, DSV(Swepub:kth)u1q0madv (författare)
KTHData- och systemvetenskap, DSV (creator_code:org_t)

Ingår i:Design and Evaluation of e-Government Applications and Services, s. 30-32

Av författaren/redakt...: Dalianis, Hercul ...; Knutsson, Ola; Cerratto Pargman ...

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