VFS Global launched a new Generative AI powered chatbot to enhance the customer support for travelers. The chatbot offers a human-like conversational support that is accessible and accurate through voice and text commands. The AI-Powered Chatbot was developed by VFS Global’s AI team to address the growing demand for efficient customer service. It allows users to easily access information to navigate the application.
Tarkivation added, “Technology, innovation, and customer service have always been the cornerstones for our operations at VFS Global. We are proud to launch this AI powered information solution that will enhance the visa application process for our customers traveling to the UK from around the world. We are developing a variety of AI and digital technologies to drive the next revolution in visa and consular service for our Client Governments. We remain deeply dedicated to the responsible development and implementation of AI in accordance with policies and requirements set forth by our client governments.”
AI-Powered Chatbots were developed using advanced Generative AI Technologies, each trained exclusively using publicly available data from the respective VFS Global Country to UK websites. The AI models are built and hosted on VFS Global’s secure IT infrastructure and adhere to strict data privacy and security standards.
A team of data scientists, AI specialists, and VFS Global’s AI centers collaborated to ensure the highest standards of quality and security. VFS Global’s partnership with the Responsible AI Institute was a key factor in integrating ethical AI practices and bias mitigation to the development process. The project also utilised proprietary AI platform, including our AI Foundation Model, and Super Alpha Application Platform. Both platforms are equipped with built-in safeguards to ensure data security, compliance, and regulatory safety.
Key features of the GenAI powered chatbot include human like interactions, as the AI-Powered Bot delivers responses that closely resemble human conversation. This enhances user engagement. The information is accurate and relevant. It is country-specific, focusing solely on customer needs. Data masking and PII identification to detect and mask any Personally Identifiable information (PII); thus, no sensitive data are stored. Secure AI hosting that deploys VFS’s large Language Model in a safe environment, preventing data sharing with external platforms. Ethical AI practices that minimise biases and provide fair and consistent answers. 24/7 availability so customers can access assistance at any time and user feedback to refine responses over the years.
Jen Vidler, Director, Cross Cutting Service Operations, Visa, Status and Information Services, Customer Services Group, UK Visas and Immigration, stated, “VFS Global’s AI powered chatbot is a demonstration of our commitment to ensure our visa services are efficient, accessible and meet the needs for all customers.” We will continue to provide the best service for our customers if we can give them instant access to accurate visa application information.
