Statens Vegvesen (Norwegian Public Roads Administration) | Case Management Assistant
How the Norwegian Public Roads Administration uses artificial intelligence to answer questions from the Parliament
About The Norwegian Public Roads Administration
The Norwegian Public Roads Administration is an agency under the Ministry of Transport. Its mission is to develop and facilitate an integrated and future-oriented transport system throughout the country, which promotes mobility, reduces traffic accidents, and contributes to the transition to a low-emission society.
The situation
The Norwegian Public Roads Administration receives a large number of questions and enquiries from the Parliament and politicians every year that must be answered accurately within a short deadline. This is extremely resource- and time-consuming, because the work involves coordinating the case processing of the question, searching for information, and producing the actual answer. The Administration often receives questions that have already been answered, but lacked an effective system to quickly search for and identify these.
It is important for us to answer questions from the Parliament and other societal actors accurately and efficiently. This AI solution shows how such case processing can be made more efficient and how we can free up time for other tasks.
- Jon Lykke, Department Director at Statens Vegvesen
The solution
Deloitte has developed an AI tool for the Norwegian Public Roads Administration to streamline the case-handling process of answering questions and enquiries from the Parliament and the Ministry of Transport.
When the Administration receives a question, the AI assistant assesses it and identifies the relevant division or department with the expertise to answer. The assistant then searches through all previously asked questions and answers to determine whether a similar question has already been answered. Finally, based on searches in the knowledge base and previous responses, the assistant drafts a proposed answer that is sent to the case handler in the identified division for quality assurance.
The solution is built on the Norwegian AI platform Ayfie and consists of three chatbots that perform three different tasks:
- Assigning the question to the correct division
- Assessing whether the same or a similar question has been answered previously
- Drafting a reply
The solution was developed at a proof-of-concept level and is therefore not fully automated. After the project was completed, Ayfie launched a workflow function that allows all tasks to be solved automatically in sequence.
Impact
The solution has increased efficiency and productivity by automating case processing. It has produced good results in answering enquiries more quickly, and in many cases only minor changes and clarifications are required to quality-assure the answer before it can be sent to the ministry.
Key takeaways
- The AI solution helps case handlers answer questions from the Parliament more quickly and accurately
- The solution reduces time pressure, and the time saved can be used for other more strategic tasks
Through our collaboration with the Norwegian Public Roads Administration, we have learned that AI can strengthen democratic dialogue by delivering faster, well-sourced responses to decision-makers while simultaneously lightening the administrative workload.
- Jørund Vollan, Partner at Deloitte Norway
