Ghent Police has developed a virtual assistant designed to easily guide website visitors through police matters. The project is part of the police zone's broader digital renewal and received support from the Belgian federal government.

 

“With the chatbot, we want to give citizens a clear answer faster and at the same time create more room for personal contact where it is really necessary,” says Deputy Chief of Police and project leader Hans Moors.

The digital assistant can handle natural language – but exclusively in Dutch, so not in French or English – and uses official information from the police and the city on their respective websites to answer questions, according to the police. The chatbot is accessible via smartphone, tablet, and computer and has a neutral avatar so that it remains clear that you are speaking with a digital assistant. Clear and understandable communication was an additional focus during the development of the chatbot.

The Ghent police sees other benefits as well. By better mapping frequently asked questions and reports, the organization gains faster insight into what is going on in Ghent neighborhoods. This can help to communicate more targetedly or to organize extra patrols, checks, or actions where necessary.

The first version of the chatbot ran a discreet trial for several months, but is now ready day and night on the Ghent police website. Later, the system may be expanded with additional functions, such as making appointments or automatically referring to the correct department.

(Ghent Police)

Technology