What is VICA?
VICA (Virtual Intelligent Chat Assistant) is GovTech’s next-generation Virtual Assistant platform. It leverages natural language processing engines, machine learning and artificial intelligence to learn and understand conversations to improve virtual and phone interactions citizens and businesses have with the Singapore government agencies.
VICA is engine-agnostic and will be able to leverage the latest NLP technology to achieve better performance and accuracy.
Chatbots on the Energy Market Authority website (Ask Emma), Gov.sg’s website and Covid-19 Whatsapp channel are powered by VICA. VICA will eventually replace GovTech’s “Ask Jamie” government agency chatbots.
VICA will bring about the following benefits:
- Greater convenience and accessibility to the government, 24/7;
- Quicker and more direct answers to queries as users can get help without the need to know which government agencies to go to; and
- Better digital conversational interactions
For Government agencies
- More sustainable as it provides a central platform that supports common features;
- Lower effort and cost to manage, maintain and update
- Greater compatibility with new and evolving technologies
New enhancements coming up
VICA will be progressively enhanced with these features.
- Unified chat frontend for common branding across all government ministries and agencies
- Singpass Integration
- Live Chat Escalation
- Support for multiple chat platforms like Whatsapp and Telegram