AI-Powered Digital Assistant for End Customers
A personal assistant that supports, relieves workload, and inspires - end customers and employees alike.
About the client
This public sector institution represents the interests of hundreds of thousands of customers, offering support through advisory services, advocacy, and regulatory assistance.
The Digital AI Assistant supports customers around the clock with personalized information, services, and digital tools. Using AI, the application delivers fast, targeted answers, ensuring that every user gets exactly what they need when they need it.
At a Glance
Objective
Develop a digital assistant that provides personalized, AI-driven services to better support users, simplify processes, and increase engagement; especially with previously unreached audiences.
Solution
The application is a mobile-first AI platform powered by RAG and LLMs, offering 24/7 tailored assistance, automated workflows, and smart content delivery. It is modular, scalable, and seamlessly integrated into organization’s digital ecosystem.
Result
A transformative service experience: the solution increases reach, enhances efficiency, personalizes offerings, and positions the client as a modern, innovative institution.
The solution is the client’s most ambitious digital innovation to date: a mobile-first, AI-powered assistant that supports users around the clock. Developed by viable, the application aims to fundamentally rethink how business services are delivered: modern, personalized, and efficient.
Focus Areas
1. From Challenge to Opportunity
Over 60% of customers are not actively engaging with existing services. Analog communication channels, fragmented tools, and limited personalization hindered usability and perception. The digital assistant is meant to change that by offering a single digital gateway tailored to the individual needs of members.
2. The Solution: Smart, Personal, Always On
At the core of the application is a generative AI assistant powered by Retrieval-Augmented Generation (RAG). Whether answering questions, booking appointments, or working with documents, the chat bot learns from each interaction and delivers proactive, context-aware support. All communication – no matter if text, voice, or document-based – is streamlined through a conversational interface.
3. Built to Scale, Designed to Inspire
Our solution is not just a tool, but a scalable platform. Its modular architecture, built on open-source components, is designed for flexibility and long-term maintainability. Integration with cloud services, robust security layers, and multilingual support ensure compliance and accessibility for all users.
4. Empowering Members Through Data & Design
With each interaction, the system builds a deeper understanding of user preferences, streamlining future queries and surfacing relevant services before they’re even needed. The result: an assistant that not only reacts, but anticipates. Making interaction more intuitive, connected, and effective than ever before.
Summary
About the project
The application is a mobile-first AI assistant to transform how the public sector institution supports its members. By delivering personalized, 24/7 digital services, the project enhances accessibility, automates interactions, and positions the institution as a forward-thinking, customer-centric organization.
Services provided
Potential analysis
Strategic Roadmap
Future Scenarios & Business Cases
Market & Trend analysis
User Research
Ideation & Strategy
UI/UX Design
Prototyping & Testing
Design & Architecture
Agile Product Development
Digitalization of Workflows and Processes
Cross-Platform Delivery (Mobile, Web)
Front-End and Back-End Development
Integration with Existing Systems
Technical Assessments
Code Reviews
Cloud or On-Premise Hosting
Tracking Concept
Automated Monitoring Tools
Performance Monitoring
Optimization Services
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