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AI Solution for Efficient Communication Between the State Housing Development Fund (ŠFRB) and the Public

assignment

The State Housing Development Fund (ŠFRB) needed to modernize communication with the public and simplify access to information about its programs, support conditions, and application procedures.

The goal was to deploy a digital tool that would provide fast, accurate, and up-to-date information to citizens without the need to contact fund employees.

Key requirements included:

  • development and deployment of an external AI chatbot on the ŠFRB website,
  • design of a structured decision tree and AI training for open-ended questions,
  • continuous content updates based on website changes,
  • provision of statistics and ongoing evaluation,
  • operational support, maintenance, and SLA coverage,
  • preparation of the solution for future extensions and integrations.

OUR SOLUTION

We delivered a comprehensive AI solution in the form of an external chatbot available to the public on the ŠFRB website: https://sfrb.gov.sk/sfrb/ui/public/home. The chatbot provides citizens with clear and immediate information about ŠFRB products, programs, and processes.

It combines structured tree-based navigation with artificial intelligence for handling open-ended questions, while its visual design is fully adapted to the ŠFRB website identity.

The knowledge base was built from official materials and relevant sections of the website, particularly in areas such as housing acquisition, building renovation, rental housing, and social service facilities.

A key part of the solution is continuous content maintenance. We regularly monitor changes on the ŠFRB website, add new topics and questions based on current needs, and propose additional areas of interest identified through statistics and data from the information hotline. Updates are prepared strictly from official sources and are deployed to production only after approval by the client, ensuring that all content remains accurate, up-to-date, and compliant with the fund’s requirements.

RESULTS

The solution is currently in operation on the ŠFRB website and provides the public with an immediate and reliable source of information.

Main benefits:

1) Improved communication with citizens

  • Answers delivered within seconds.
  • Clear navigation combined with the ability to ask custom questions.
  • Consistent responses for all users.

2) Reduced workload for ŠFRB staff

  • Significant reduction in repetitive inquiries.
  • Support across all main housing finance topics.

3) Up-to-date information

  • Continuous monitoring of website changes and content updates.
  • Verification of relevance and accuracy before deployment.

4) Transparency and data-driven management support

  • Comprehensive user behavior statistics.
  • Detailed insights into topics, questions, trends, and public interest.

The project represents a solid foundation for further digitalization of ŠFRB services and more modern communication with the public.