AI-driven chat assistant integrated into e-services platform

Vinnova, Sweden’s innovation agency, is a customer of Decerno within the Process Management division. Each year, Vinnova handles thousands of applications for research and innovation funding, generating a large volume of support enquiries from both applicants and evaluators.

To offer a self-service option that reduces the load on support without compromising access to personal assistance, Vinnova tasked Decerno with developing an AI-driven chat assistant integrated into Vinnova’s e-services platform.

The chat assistant is tailored to the user’s language, retrieves information exclusively from Vinnova’s FAQ, and always links to official sources. Key aspects of the development included data security, robustness, and privacy protection. The chat assistant is used by applicants, project managers, and evaluators, and has successfully reduced the workload of the support function.