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E-albania with virtual assistant. Omnichannel, online help, voice calls and direct assistance

2023-12-26 10:05:01Biznes SHKRUAR NGA REDAKSIA VOX

E-albania with virtual assistant. Omnichannel, online help, voice calls and

The E-albania portal will undergo a radical modernization process in the coming years, which will be finalized with a virtual assistant who will answer citizens' questions by text and voice. Scan Television has clarified the Government's plans, which aim to improve the e-Albania portal to comply with the guidelines for the accessibility of web content (WCAG 2.1).

Interventions to increase accessibility consist of the creation within 2025 of the new Omnichannel Contact Center, based on the latest global experience, adapting a user-centered approach to providing assistance to service users, offering different channels communication, such as the e-Albania portal, virtual assistant, voice calls and direct assistance (through InfoPoints in the Multifunctional Youth Innovation Centers).

The next step is the Albanian Virtual Assistant (AVA). The deadline for its creation and when it will become fully functional is the year 2027. The assistant will be fully automated in text and voice. Will be able to answer user questions, serving as OmniChannel Contact Center helpdesk assistance.

One of the main tasks of the Albanian Virtual Assistant will be to improve access to digital services by selected target groups – (first) the general population; (second) groups in need (which includes a large part of the Roma population); (third) the elderly (over the age of 65); (fourth) persons with disabilities; (fifth) foreign users; (sixth) people without digital skills or without access to digital devices.


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