Using human language technology to support the handling officers at the Swedish Social Insurance Agency
2009 (English)In: Design and Evaluation of e-Government Applications and Services: Proceedings of the 2nd International Workshop on Design and Evaluation of e-Government Applications and Services (DEGAS'2009) in conjunction with INTERACT'2009, Uppsala, Sweden, August 24th 2009., 2009, 30-32 p.Conference paper (Refereed)
The Swedish Social Insurance Agency, (Försäkringskassan) receives 40 000 per month as well as phone calls from the citizens that are handled by almost 500 handling officers. To initiate the process to make their work more efficient we carried out two user-centered design workshops with the handling officers at Försäkringskassan with the objective of finding in what ways human language technology might facilitate their work. One of the outcomes from the workshops was that the handling officers required a support tool for handling and answering e-mails from their customers. Three main requirements were identified namely to find the correct template to be used in the e-mail answers, a support to automatically create templates and finally an automatic e-mail answering function. We will during two years focus on these design challenges within the IMAIL-project.
Place, publisher, year, edition, pages
2009. 30-32 p.
, CEUR Workshop Proceedings, ISSN 1613-0073 ; 492
Automatic answering, Human language technology, Swedish, User centered design
Language Technology (Computational Linguistics)
IdentifiersURN: urn:nbn:se:kth:diva-151976ScopusID: 2-s2.0-84887434022OAI: oai:DiVA.org:kth-151976DiVA: diva2:749437
2nd International Workshop on Design and Evaluation of e-Government Applications and Services, DEGAS 2009 - In Conjunction with INTERACT 2009, 24 August 2009 through 24 August 2009, Upsala, Sweden
QC 201409242014-09-242014-09-232014-09-24Bibliographically approved