VFS Global has launched a new Generative AI-powered chatbot to enhance customer support for travellers in a move to offer human-like, conversational support which goes through voice and text commands, providing instant, accurate, and accessible information for customers travelling to the UK.
Developed by VFS Global’s AI team, the AI-Powered Chatbot addresses the increasing demand for efficient customer support, allowing users to easily access the information needed to navigate the application process.
Zubin Karkaria, Founder & Chief Executive Officer, VFS Global, added, “Technology and innovation have always been the cornerstones of our operations at VFS Global, and we are pleased to launch this AI-powered information solution which will significantly enhance the visa application experience for our customers travelling to the UK from across the globe. We are developing a range of AI and digital technology driven products to drive the next transformation in visa and consular services for our Client Governments and customers. We remain deeply committed to the responsible development of AI in accordance with the policies and requirements of our client governments.”
The AI-Powered chatbot was developed using advanced Generative AI technologies, each trained exclusively on publicly available data from their respective VFS Global Country-to-UK websites. Built and hosted entirely on VFS Global’s secure IT infrastructure, the AI models adhere to rigorous data privacy and security standards.
A dedicated team of data scientists and AI specialists collaborated on the project, leveraging in-house expertise to uphold the highest quality and security standards, with VFS Global’s AI centres. Ethical AI practices were a key focus, with VFS Global partnering with the ‘Responsible AI Institute’ to integrate ethical considerations and bias mitigation into the development process. Additionally, the project utilised proprietary AI platforms, including our AI Foundation Model and Super Alpha Application Platform, both equipped with built-in guardrails to ensure data safety, security, and regulatory compliance.
Key Features of the GenAI-Powered chatbot include human-like interactions as the AI-Powered Chatbot delivers responses that closely mimic human conversation, enhancing user engagement. Country-specific information focussed solely on the customers’ needs, the information is highly accurate and relevant. Data masking and PII detection to detect and mask any Personally Identifiable Information (PII); therefore, no sensitive data is stored. Secure AI hosting which deploys VFS’s large Language Model (LLM) in a safe environment to prevent data sharing with external platforms. Ethical AI practices which minimises biases and ensures fair and consistent responses. 24/7 availability to allow customers access assistance anytime and user feedback which helps refine responses over time.
Jen Vidler, Deputy Director, Cross Cutting Service Operations, Visa, Status and Information Services, Customer Services Group, UK Visas and Immigration, said, “The rollout of VFS Global’s AI-powered chatbot demonstrates our continued commitment to ensuring our visa services are accessible, efficient and meet the needs of all customers. Providing instant access to accurate information about the visa application process will ensure we continue to offer the best service to our customers.”
