The Government Technology Agency (GovTech) drives Singapore’s Smart Nation initiative and public sector digital transformation. As part of this, GovTech had been exploring the use of Virtual Assistants and Artificial Intelligence technology to help Singapore’s citizens and businesses navigate online government services and improve service delivery. The idea to create an intelligent chatbot for government agencies was originally seeded in 2014, after a survey revealed that approximately half of the queries by visitors to government agencies were general enquiries.

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