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WARSAW, Poland, June 4, 2013 /PRNewswire/ -- IBM (NYSE:
IBM) today announced that it will help eight municipal governments in
Poland improve citizen services with the assistance of cloud-based virtual agents developed by InteliWISE, an IBM business partner. Available via web chat, the virtual agents will harness powerful analytics technologies to deliver fast, automated access to information on government services to the citizens of Gdynia, Swietochlowice, Olsztyn, Lomza, Sroda Wlkp, Lancut, Bojszow, and Elblag.
"With 70 percent of the world's population expected to live in cities by 2050, city authorities are coming under increasing pressure to come up with innovative and cost effective approaches for delivering smarter and inclusive government services to citizens," said
Ales Bartunek, Country General Manager, IBM Poland and Baltics. "IBM is working with city leaders all over the world – enabling them to make better decisions, anticipate and resolve problems, and coordinate resources to operate effectively – and I am delighted that these eight Polish cities have joined their ranks."
In an effort to improve citizen services, the eight Polish municipalities have adopted a virtual web chat program. The program runs on the municipal website and provides the additional option of a virtual assistant to citizens who wish to get instant access to information about government services, rather than phoning or visiting the local city hall. The solution uses sophisticated analytics and natural language processing capabilities to respond to customer queries in a question and answer format, and can interpret spoken or written questions, even with spelling mistakes.
The virtual assistants, which run on computer and mobile platforms, provide information on a wide range of services from identity cards to company registration and utilities. Depending on the nature of the inquiry, the assistant can provide relevant information or connect the customer to the appropriate official.