The task
The Labour Office hotline was overloaded: long waiting times and unanswered questions, for citizens and staff alike.
What we built
When a citizen calls the hotline today, EVA answers first. She resolves the most frequent questions on her own and hands complex cases to an operator.
EVA uses retrieval-augmented generation: answers come only from verified methodologies, internal documents and valid legislation, which minimizes hallucinations. Voice and chat share one knowledge base, so a citizen gets the same answer whether they call or write. Where accuracy is critical, an approver can check an answer before it is sent.
The result
- Handles up to 6,000 calls a day and scales in the cloud during legislative peaks
- MPSV absorbed a growing agenda without mass hiring
- Operators have more time for complex and sensitive cases
- The jury called it a production-grade, scalable use of generative AI in public administration, not a pilot