VICA
Explore VICA, GovTech's next-generation virtual assistant platform powering government chatbots.
Last updated 13 June 2025
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Activate public-facing chatbots and serve citizens better with VICA
Virtual Intelligent Chat Assistant (VICA) is the conversational AI platform for the Singapore Government.
VICA utilises Hybrid AI, combining Natural Language Processing (NLP) and Generative AI (Gen AI) to balance automation with accuracy.
Over 60 Singapore government agencies use VICA, hosting 100+ chatbots. Of these, one-fifth serve internal government agency users, while the rest engage with the public.
VICA chatbots receive an average of over 800,000 monthly queries.
VICA, or Virtual Intelligent Chat Assistant, is the conversational AI platform for the Singapore Government. It’s built with Hybrid AI – incorporating both deterministic (NLP) and generative (Gen AI) aspects of AI into the chatbot responses.
With VICA, government agencies are better able to respond to citizen enquiries quickly, automate tasks, and streamline feedback, allowing agencies to provide faster support and enhanced service delivery to citizens.
Use Cases of VICA
Why use VICA?
Hybrid AI technology
VICA leverages natural language processing (NLP) and generative AI (GenAI) to provide highly accurate responses.
Efficient and 24/7 service
Users can get quicker and more direct answers to their queries, anytime of the day.
Low maintenance and cost
Onboarding and training of the chatbots are done through automated processes.
What's the latest on VICA?
GovTech has introduced a variety of features to expand VICA's usefulness:
A list of features by GovTech on expanding VICA’s usefulness
VICA 2 | VICA 2 is the newest version of VICA that incorporates Hybrid AI. With Hybrid AI, government agencies can ground, steer, and override generative outputs using their public information sources, system instructions, and preferred FAQs. |
Autocomplete and Suggested Questions | Features such as autocomplete and suggested questions assist users with the topics they are searching for. These features also use Hybrid AI to fetch information from agencies' knowledge bases or preferred external sources. |
Knowledge Base and Gen AI Playground | The knowledge base brings together the FAQs, files, websites sources, and custom dialogues. In the Gen AI playground, use the data sources feature to upload files and website links that will serve as source materials for the Gen AI. Test questions in the playground for deterministic or generative answers. |
