The Pilot – a chatbot based on AI to file noise complaints
After multiple work sessions to fully understand the challenges, the idea for a pilot was born. A police chatbot that focuses on noise complaints, launched in the months leading up to New Year’s Eve. It is allowed in the Netherlands to light fireworks from 6pm on December 31st until 2 am on January 1st, but some people neglect these boundaries, and the weeks before the new year are loaded with illegal lighting of fireworks, followed by complaints and police reports from citizens. To unburden the police from the administrative work of taking in all these complaints, the chatbot pilot started. They fittingly named the chatbot Wout, a tongue in cheek reference to the Dutch nickname for the police, and Wout allowed citizens to file a report in a quick and efficient way.
"Wout, a virtual police officer chatbot capable of taking in non-emergency reports, was born out of a need to scale the police's capacity."
It is common knowledge that a chatbot with automation and scalability is a perfect way to have a first line of support in lots of businesses, however, especially at our government, it is important to take every risk into account and to safeguard the citizens’ privacy and trust.
Deloitte mobilized a multidisciplinary team that combined the strategic and design expertise of the CS&D team. Also, colleagues from the Change Management team, to enable a smooth transformation through the organization of the Police, and the Digital Customer team, because of their knowledge of advanced technology solutions, were involved.
Our colleagues were tasked with a wide variety of positions, from implementation of Neurolinguistic Programming, running UX audits, to implementing newer technologies and change management, all the while maintaining a high level of quality. Our colleagues’ motivation was at an all-time high, knowing that even the smallest change will be felt by someone when you are designing for roughly 300.000 people.
“I knew that every little tweak would affect the experience of about 300,000 people. I was determined to do it right.”