Optimizing the Performance the Virtual Chat (Chatbot) Service.

Optimizing the Performance the Virtual Chat (Chatbot) Service.

As part of the Saudi Energy Efficiency Center's commitment to enhancing access to information and services digitally and effectively, this consultation represents a qualitative initiative aimed at developing the virtual conversation service (chatbot) utilized by visitors and beneficiaries across the Center's digital platforms. The chatbot service is a self-service interactive channel that enables users to obtain immediate answers and accurate information about energy efficiency programs whenever they need it, without the need for direct human interaction. This enhances the utilization of technical resources and provides a more flexible and efficient experience. This consultation aims to evaluate the ease of use of this service, the accuracy of the responses it provides, its response speed, as well as the diversity of topics and functions currently covered by the chatbot. It also seeks to understand user satisfaction with the overall experience and suggestions for improvement, such as adding new services and simplifying the user interface to be more engaging and clearer. This initiative strives to keep pace with modern technologies such as artificial intelligence, thereby enhancing the Center's digital transformation strategy and supporting its direction towards providing digital government services that rely on self-service channels and take into account the needs and expectations of the end-user. This consultation is expected to provide an accurate understanding of the virtual conversation service's performance through the real-world analysis of beneficiary opinions and experiences. This data will serve as a key reference for enhancing chatbot efficiency, improving its operational quality, and reducing reliance on traditional channels. Ultimately, this will lead to increased user satisfaction and greater adoption of intelligent self-service methods for interacting with the Center's services.