Case Study: GovTech achieves 50% call deflection and 15 million citizen answers with Sabio’s Ask Jamie

Supporting the Singapore Government’s Smart Nation initiative Sabio enables digital Ask Jamie self-service capability for GovTech

GovTech, the Government Technology Agency of Singapore, wanted a cost-effective, customizable, and easy-to-use self-service solution to support its Smart Nation initiative and improve how citizens navigate government services online. Working with Sabio, it set out to reduce routine enquiries, improve call centre productivity, and deliver a “no wrong door” experience across government websites.

Sabio implemented the Ask Jamie Digital Assistant, powered by NLP, to provide direct answers, escalate complex queries, and support both web and voice channels across Singapore government sites. The results have been significant: Ask Jamie now supports 80 government websites and 9 intranet sites, has answered over 15 million citizen questions, and deflects up to 50% of enquiries that would otherwise go to call centres, helping reduce call volumes and free agents for more complex issues.

GovTech

Dominic Chan

Director