Government ministries provide a wide range of services, operated by many staff each day, to the entire population. In order to reach this population, they publish their offices opening hours, phones, addresses and other relevant information on many types of media, such as websites, printed catalogues, and interactive voice responses systems. Traditional web navigation windows and menus fail to provide complete information, while IVR is limited by customer attention span and time. In addition, government offices are allocating human clerks for a limited amount of time to answer people's questions. Since the load on these phone lines is so heavy, it may take hours and even days to reach a human agent and receive an answer.
The Outcome: Government ministries often fail to provide the population with the service they need. Thus, many people feel that they are forced to spend a lot of time on seeking the information they need, and many times can't get it.
The Cellesense Solution
The software understands and responds to users who write requests in their own words, just as if they were interacting with a live agent. For example, a user sends a text message: “what are the opening hours of the ministry of interior” or "is the ministry of finance open tomorrow in the afternoon". The Cellesense application receives the message, analyzes it, interacts with the government's relevant web service, retrieves the requested information, and sends it to the user within seconds. Cellesense allows government offices to facilitate communication between the public and the government by improving their level of online self service. As a result, the public is now able to request phone numbers, opening hours and addresses just by sending a short textS to their government's published number, in their own words, and receiving in return a written and specific answer to their cellular phone within seconds.
Directory Service and Natural Language Self Service
The entire population needs to contact its government ministries from time to time, whether looking for a ministry's phone number or an available office in their area. Many of the public are on the move or do not have access to internet, while others may live far from any ministry office, and must verify the office is open before traveling over. Most people do not want to spend air time and call to an IVR system, listen to long menus and wait a long time. They need to get information quickly and accurately, so that they can decide when and where to go to. A prompt and immediate, available anywhere, anytime, SMS or IM service, offers information and gives the public exactly what they need. Cellesense’s Natural Language self service solutions enable anyone, anywhere, to search directories via mobile phone, and receive address, phone number and opening hours in the blink of an eye. Cellesense's self service solution for government directory service is an online information service that facilitates communication between the civil service and the public. They are relying on Cellesense to provide accurate and correct answers to millions of people each day. And they know why!