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Nav Kontaktsenter (NKS) innførte chatboten Frida på nav.no for å redusere henvendelser på telefon og frigjøre tid til å veilede brukere. Høsten 2020 ble chatboten Frida synlig på nav.no som et chatbot-ikon. Etter nesten to år ble chatbot-ikonet skjult. Jeg undersøker om henvendelser i betjente kanaler hos NKS økte da chatbot-ikonet ble skjult.
Antall henvendelser til NKS har gått jevnt nedover siden 2019. Unntaket er de første månedene regjeringen innførte tiltak mot koronapandemien. Tiltakene førte blant annet til massepermitteringen og dermed en brå økning i antallet som trengte informasjon fra Nav.
Hvor synlig Chatboten Frida er ser ikke ut til å påvirke antallet henvendelser til NKS. Dette henger sannsynligvis sammen med at mange som kontakter NKS ønsker svar om sin sak, og slike spørsmål kan ikke chatboten svare på. Jeg finner imidlertid en sammenheng i bruk av chatboten og søkemotoren på nav.no. Resultatene tyder på at chatboten og søkemotoren brukes til samme type formål.
Den sannsynlige forklaringen på færre henvendelser til NKS over tid er økt selvbetjening på nav.no og forbedringer hos NKS. Utvikling av nye søknader, saksbehandlingssystemer, varsel på SMS og bedre informasjon på nav.no kan ha bidratt til at innbyggere kan være mer selvbetjente enn tidligere. Her kan også chatboten og en forbedret søkemotor på nav.no ha bidratt til nedgangen. Videre har NKS tatt i bruk nye arbeidsmetoder, samtaleteknikk og ny teknologi.
Selv om antall henvendelser til NKS har gått ned over tid har samtaletiden økt. Det kan bety at henvendelsene de nå mottar er mer komplekse enn tidligere. At flere er selvbetjente, samtidig som NKS bruker mer tid på dem som tar kontakt, kan tyde på at kanalbruken går i ønsket retning.
The Norwegian Labour and Welfare Administration’s Call Centre (Nav NKS) introduced the chatbot Frida on the website nav.no to reduce phone calls, and free up more time so that counsellors can provide citizens with guidance. In the autumn of 2020, the chatbot was added to nav.no as a chatbot-icon. Almost 2 years later the icon was hidden. In this article I investigate whether inquiries to Nav’s call centre NKS increased when the chatbot-icon was hidden. The number of inquiries to NKS has decreased since 2019. The notable exception was during the first months of the Covid pandemic when the Norwegian government introduced several restrictive measures to combat the pandemic. These measures caused amongst other things mass temporary layoffs and therefore a large increase in inquiries from citizens in need of information from Nav. The visibility of chatbot Frida does not appear to affect the number of inquiries to NKS. This is probably caused by the fact that most citizens need answers about their case with Nav, and the chatbot is unable to answer those questions. I do however find a relationship between use of the chatbot and the website search engine, which suggests that they are used for similar purposes. The likely explanation for fewer inquiries to NKS appears to be increased self-sufficiency among citizens using nav.no, and improvements at NKS. Newly developed online application forms, case processing systems, notifications by text message and improved content on nav.no may have contributed to citizens becoming more self-sufficient. Furthermore, NKS has adopted new ways of working, conversational techniques and new technology. Although inquiries to NKS have decreased over time, the average call duration has increased. This could mean that the inquiries are more complicated than previously. Increased self-sufficiency among citizens, combined with NKS spending more time on the citizens making inquiries might suggest that the multi-channel use is moving in the right direction for Nav.
The Norwegian Labour and Welfare Administration’s Call Centre (Nav NKS) introduced the chatbot Frida on the website nav.no to reduce phone calls, and free up more time so that counsellors can provide citizens with guidance. In the autumn of 2020, the chatbot was added to nav.no as a chatbot-icon. Almost 2 years later the icon was hidden. In this article I investigate whether inquiries to Nav’s call centre NKS increased when the chatbot-icon was hidden. The number of inquiries to NKS has decreased since 2019. The notable exception was during the first months of the Covid pandemic when the Norwegian government introduced several restrictive measures to combat the pandemic. These measures caused amongst other things mass temporary layoffs and therefore a large increase in inquiries from citizens in need of information from Nav. The visibility of chatbot Frida does not appear to affect the number of inquiries to NKS. This is probably caused by the fact that most citizens need answers about their case with Nav, and the chatbot is unable to answer those questions. I do however find a relationship between use of the chatbot and the website search engine, which suggests that they are used for similar purposes. The likely explanation for fewer inquiries to NKS appears to be increased self-sufficiency among citizens using nav.no, and improvements at NKS. Newly developed online application forms, case processing systems, notifications by text message and improved content on nav.no may have contributed to citizens becoming more self-sufficient. Furthermore, NKS has adopted new ways of working, conversational techniques and new technology. Although inquiries to NKS have decreased over time, the average call duration has increased. This could mean that the inquiries are more complicated than previously. Increased self-sufficiency among citizens, combined with NKS spending more time on the citizens making inquiries might suggest that the multi-channel use is moving in the right direction for Nav.