Client: Instituto do Emprego e Formação Profissional (IEFP)
Sector: Government – Social Security (employment and training)
Technology: Genesis AI

The Challenge

The Instituto do Emprego e Formação Profissional (IEFP) plays a crucial role in supporting citizens across Portugal with employment services and vocational training. As demand for these services grew, IEFP faced several key challenges:

  • High volume of in-person attendance, especially in urban service centers
  • Long waiting times for basic queries and support
  • Underutilization of existing digital services due to limited guidance
  • No 24/7 support, leading to bottlenecks during business hours
  • No centralized knowledge base to serve as a self-service layer
  • Language barrier, where some people would require english

IEFP needed a solution that could reduce operational strain while improving citizen experience, without compromising data protection and compliance.

The Solution: A Virtual Assistant Powered by Genesis AI

Genesis Digital Solutions partnered with IEFP to deploy an intelligent virtual assistant: a conversational, intelligent support layer trained to assist citizens with their most common queries.

Key Capabilities:

  • Conversational AI available in Portuguese and English, accessible from IEFP’s digital portals
  • 24/7 support, reducing dependence on in-person or phone interactions
  • Fully GDPR-compliant, with built-in safeguards for data privacy and traceability
  • Scalable architecture, ready to evolve with IEFP’s digital transformation roadmap
  • No hallucinations, since the assistant is locked to the customer’s knowledge base

This assistant is not just your old, schematic, robotic assistant, it’s intelligent. It doesn’t just answer questions; it navigates information, guides users to services, and learns continuously from interactions.

The Impact

Since launch, the virtual assistant has brought measurable improvements to IEFP’s operations:

  • 📉 Over 6,000 inquiries per month now handled autonomously, reducing pressure on human agents
  • 💡 More than 80% of digital services now see increased engagement, thanks to guided access
  • 🌙 Citizen satisfaction improved with always-available, multilingual support 24/7
  • 🔄 Operational efficiency gained across service centers, freeing staff to focus on more important, complex issues.

What began as a support tool has become a core component of IEFP’s digital strategy, enabling faster, fairer, and more accessible public service.

Conclusion

This case study illustrates how AI virtual assistants, when deployed with purpose, can solve real-world challenges in public administration. At Genesis Digital Solutions, we’re proud to help forward-thinking institutions like IEFP put AI to work for people.

Want to see how an AI virtual assistant can modernize your public service offering?
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