人工智能引領社會服務進入新領域

人工智能引領社會服務進入新領域

人工智能(Artificial Intelligence, AI)的自然語言處理(Natural Language Processing, NLP)技術正引領社會服務進入一個新領域。

利用人工智能理解個案紀錄，以識別高危個案及管理輔導介入方法

社工處理個案時，都會以文字記錄與求助人士的面談內容，作為個案紀錄(Case Recording)。這些紀錄其實可以讓社工更掌握個案的輔導情況及改善介入成效，但傳統上要倚靠社工逐編個案紀錄仔細閱讀，並進行分析及整理並不可行，因為需要大量人力及時間。

歐美已經有系統【註1】(名叫Augintel) 能夠閱讀及理解個案紀錄，並即時進行介入成效及個案情況分析。例如社工想分析那些個案有「吸毒問題」，系統便會掃瞄面談內容，並把所有有相關危機的個案搜尋出來，社工更可即時開啟該段相關的面談內容進行適切跟進。

社工督導亦可透過系統檢視社工個案介入及輔導的方法是否附合指引，例如一個家庭有一個有吸毒問題的母親及幼子同住時，社工有否在輔導時關注其就寢的安排。

自動轉化成會議紀錄

機構每日都會進行大大小小的會議。會議過後，隨之而來的工作便是書寫會議紀錄。現時本地一間名叫Asiabots的科技公司已經有一些方案可以轉化會議錄音成會議紀錄。方案除了可以把會議上的談話內容隻字不漏地記錄下來，還可以分辨不同與會人士的聲音，並把說話內容進行歸納，編撰出可用的會議紀錄。由於不同公司/行業的述語及背景都不同，所以實施這類方案時都有一個「指導」人工智能的工序，以助編撰出更合適的會議紀錄。當然，現時的人工智能技術仍然有它的限制，同工依然需要進行一些後期修改以完成工作。

自動解答服務受眾查詢

機構日常都要解答大量服務受眾的查詢，而很多查詢其實都是一般查詢，答案亦很重複性。人工智能(AI)聊天機械人的應用可大大減省解答外來查詢的人手，及改善服務使用者體驗。

ChatGPT 的出現，把人工智能(AI)聊天機械人帶到另一個層次。傳統的聊天機械人是需要逐條問題與答案去訓練機械人的。情況就好像教一個新人一樣，如果遇上對方問什麼問題，便如何提供一個標準答案。但 ChatGPT 或利用相關技術的聊天機械人卻大有不同，機構只需要提供相關資訊或內容給機構人，它便會自行在資訊及文章內找答案，然後代回答服務受眾查詢。

資訊科技資訊中心有提供人工智能(AI)聊天機械人方案及各類電子服務(e-Service)系統，大家如對上述科技應用有任何查詢，歡迎聯絡我們 (電話 2922 9290 / 電郵: [email protected] )。

註1：Augintel – +80% of client and patient data is buried in case notes

Artificial Intelligence (AI) is leading social services into a new era

Identifying high-risk cases and managing intervention of counseling

When social workers handle cases, they will record the conversations during the interviews with help-seekers by text, as the case recording. These recordings actually can help social workers better understand the situation of cases and improve the intervention effectiveness. However, traditionally, it is not feasible to rely on social workers to read carefully and analyze each case recording, as it consumes a lot of manpower and time.

In Europe and United States, there is already a system (Note 1) called Augintel that can read and understand case recordings, and instantly analyze the intervention effectiveness and case situation. For example, if a social worker wants to analyze which cases have “drug problems”, the system will read through the interview content and sort out all the cases with such crises, and the social worker can also open the relevant section of the interview content instantly for appropriate follow-up.

Supervisors can also use the system to check whether the social worker’s case intervention and counseling methods comply with the guidelines. For example, in case of a mother with drug problem and a child living together, did the social worker pay attention to their sleeping arrangements during counseling?

Automatically generating meeting minutes

NGOs have various meetings daily. After each meeting, the next task is to prepare meeting minutes. A local technology company called Asiabots already has some solutions that can convert meeting voice recordings into meeting minutes. The solution not only records the conversation in a meeting word for word but also distinguishes the voices of different participants and summarizes their discussion into a usable meeting minutes. Since different companies/industries have different terms and contexts, there is a “guidance” procedure for Artificial Intelligence in implementing such solutions to help compile more suitable meeting minutes. Of course, current AI technology still has its limitations, and human workers still need to make some post-editing to complete their work.

Automatically answering service clients’ enquiries

NGOs have to answer a large number of service clients’ enquiries every day, and many of these enquiries are actually general and repetitive. The application of AI chatbots can greatly reduce the manpower needed to answer external enquiries and improve the experience of their service clients.

The emergence of ChatGPT has brought AI chatbots to the next level. Traditional chatbots need to train the machine question by question and provide a standard answer when the other party asks a question, like teaching a new employee. However, ChatGPT or chatbots using related technologies are more advanced. NGOs only need to provide relevant information or content to the machine, and it will find the answer on its own in the information and articles, and then respond to the service clients’ enquiries.

Information Technology Resource Centre provides AI chatbot solutions and various e-Service systems. If you have any inquiries about the above technology applications, please feel free to contact us (Tel: 2922 9290 / Email: [email protected] ).

Note 1: Augintel – +80% of client and patient data is buried in case notes