The Registrar General’s Department (RGD) is introducing a smart chatbot to improve customer interaction and ease of doing business.
The move is part of the agency’s “digitally bold” transformation initiative, introduced since 2020, to bring more of its products and services online to increase efficiency and reduce transaction costs. These include applications for birth, death and marriage certificates.
Director of Records and Management, Andrew Adman, told JIS News that the chatbot, named “Kayla”, will utilise artificial intelligence (AI) to assist customers.
“Our AI chatbot is not an ordinary chatbot. This AI chatbot will offer personalised solutions for customers who may visit our website and they have questions with regards to their birth records. It will be able to facilitate frequently asked questions. This is more streamlined in most of our communication now. Kayla, being our new chatbot will assist with how we communicate on various platforms,” he said.
He added that Kayla will also work alongside the department’s social media platforms, namely X (formerly Twitter), Instagram, Facebook and WhatsApp, which are heavily used by customers.
Mr. Adman noted that the chatbot will also assist customers with record searches on the RGD’s website and get direct access to other products and services.
“If persons [have]… a particular query, or want to track the status of their application, Kayla will be the go-to that they can use. So, what we do, we continue to find innovative ways to create that efficiency in government business. At the RGD, we continue to see these types of benefits and we offer it to our customers,” Mr. Adman said.
