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?
Contact us to learn more.
