English Abstract
"The National Contact Center (NCC) in the Kingdom of Bahrain," the National Suggestion and Complaint network, is the communication channel in Bahrain for citizens and residents to express suggestions, questions, and complaints about all services provided by the government entities. Moreover, like any call center have its limitation and workload issues. In this thesis we propose a framework for a secured platform for an Intelligent Agent (IA) powered by Artificial Intelligent that conversationally engages with eGovernment customers. The designed platform uses Natural Language Processing (NLP) and deep learning (DL) to train the IA to understand questions and respond using Natural Language Generation (NLG). The platform is designed for the IA to respond directly to all received calls, answer questions, take actions by integrating to any call center system like Client Relationship Management (CRM), direct requests to the appropriate area within Government, fill out forms, and Scheduling appointments. The platform is designed for a Bahraini IA who speaks two languages (Arabic and English) and has intelligent capabilities. The platform is designed with a security framework to assure customers’ privacy and security and align with Bahrain’s laws and regulations.
The research explores the conversational AI architecture, how it is working using ML, DL, NLP platform, NLU, and NLG to understand how the solution’s components interact and works. The Intelligent agent Framework research is part of a comprehensive project proposed by us and is currently being developed with the Information and eGovernment Authority (iGA). This research includes project initiation and scoping, planning of project phases, and solution architecture and requirements, including the security requirement and controls for the chosen cloud model. The security requirements cover all security layers, network security, Storage Security, Operating System Security, System Software and Application Security, Data Security, Identity and Access Management, and contracting the Service Level Agreement.
