Within the framework of USAID’s “Program for the Strengthening of State Criminal Justice Institutions” (ConJusticia), LAB-CO collaborated with the Attorney General’s Offices in the states of Coahuila and Zacatecas, Mexico, to develop innovative chatbots that enhance citizen services. These tools aim to improve individuals’ interaction with justice institutions, striving to narrow the access-to-justice gap in Mexico.
Chatbots, a technological tool to strengthen access to justice
In the last years, chatbots have witnessed exponential growth in the private sector, transforming how companies deliver customer service. Inspired by these innovations, LAB-CO has dedicated efforts to developing a chatbot to meet the unique requirements of public institutions, aiming to enhance access to justice. These tools enable the provision of information and guidance to users navigating the justice system’s legal and administrative processes, catering to their immediate needs. This technological advancement not only elevates the efficiency of public institutions but also enriches citizens’ experiences by offering more straightforward and comprehensible access to the services provided by the Attorney General’s Office. By integrating chatbots into the country’s Attorneys’ General Offices, we are taking significant strides toward democratizing access to justice.
The chatbots: Virtual Assistant and Ebba
The Virtual Assistant of Coahuila’s Attorney General’s Office and Ebba of Zacatecas’ Attorney General’s Office are accessible via WhatsApp, Facebook Messenger, Telegram, and through the websites of each institution. These chatbots provide support to citizens on various topics, including guiding individuals on how to report criminal conducts and corruption, as well as facilitating the process of filing complaints against public officials’ actions. Additionally, they provide advice on other legal and administrative procedures, alongside general information about the institution. The content generated by these tools is tailored to the specific needs of each Attorney General’s Office and was developed in collaboration with the operational staff of the institutions.
The technology behind our chatbots
The development of the chatbots was unfolded through an iterative process. Initially, these tools employed Natural Language Processing (NLP) to comprehend and address user inquiries. Acknowledging the imperative to continuously adapt in order to fulfill the evolving needs of both institutions and citizens, LAB-CO crafted a second version. This updated iteration incorporated an advanced Artificial Intelligence (AI) interface, enhancing the chatbots’ ability to interpret context and learn from interactions. As a result, this refinement has yielded responses that are more precise, relevant, and accurate. Furthermore, LAB-CO has integrated dashboards in Looker Studio, enabling staff to track the effectiveness and impact of the chatbots. This provision of data supports informed decision-making and ensures the tools remain beneficial and pertinent within the institutions.
Results in the Attorney General’s Offices
The deployment of chatbots within the Attorney General’s Offices has established a pathway for continuous and seamless communication between public institutions and citizens. This technological adoption has significantly reduced waiting times and broadened access to information. For instance, with the launch of the Virtual Assistant in Coahuila’s Attorney General’s Office, from February 23rd to August 23rd over 4,000 users were assisted, dozens of complaints were processed, and crime victims were efficiently directed to specialized agencies. Through these chatbots, the Attorney General’s Offices of Coahuila and Zacatecas have reaffirmed their commitment to serving citizens and promoting institutional transparency.