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Secure Intelligent Agent for Bahrain's e-Government Call Center
  • Wael Mohamed Elmedany,
  • Latifa Mohammed AL-Abbasi,
  • Nabil M.A. Hewahi
Wael Mohamed Elmedany
University of Bahrain

Corresponding Author:[email protected]

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Latifa Mohammed AL-Abbasi
University of Bahrain
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Nabil M.A. Hewahi
University of Bahrain
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Abstract

The National Contact Center (NCC) in the Kingdom of Bahrain serves as a pivotal platform for government clients to voice inquiries, requests, suggestions, and complaints regarding various government services. This paper introduces a secure platform for an Intelligent Agent (IA) named “Ali”. It is driven by Artificial Intelligence, engages in conversational interactions with e-Government customers. The platform incorporates Natural Language Processing (NLP) and Deep Learning (DL) to train the IA in understanding queries and formulating responses through Natural Language Generation (NLG). Ali is tasked with addressing incoming calls and executing various functions such as answering questions, executing actions, integrating with call center systems like Client Relationship Management (CRM), directing inquiries to appropriate government departments, completing forms, and scheduling appointments. The platform is tailored for a Bahraini IA proficient in Arabic and English, equipped with intelligent capabilities. To ensure customer privacy and security and to comply with Bahrain’s laws and regulations, the platform boasts a comprehensive security framework covering all aspects of security layers, network security, storage security, operating system security, system software and application security, data security, identity and access management, and service level agreements. This research delves into the architecture of conversational AI and the Machine Learning (ML), Deep Learning (DL), Natural Language Processing (NLP), Natural Language Understanding (NLU), and Natural Language Generation (NLG) components that collaborate to enable the IA’s functionality. The proposed project entails the development of an Intelligent Agent Framework in partnership with the Information and eGovernment Authority (iGA). The initiative involves initiating the IA project, delineating its scope, planning its phases, designing the solution architecture and requirements, and establishing security requirements for the chosen cloud model.