The Future Makers Awards are presented annually at the event launching the academic year to projects that involve collaboration between research, education and the professional field on at least one of the four social challenges. There is an award for each of the four challenges that Rotterdam University of Applied Sciences stands for: Future-Proof Economy, Sustainable Delta, Vital Community, and Smart & Social City.
Third-year Business IT & Management students Adil, Amine and Zakaria won the Smart & Social City award. Working alongside social partners Kwadraad and Campus Gouda, they developed an AI chatbot to help residents of the Municipality of Gouda find the right care.
Many people are unable to find appropriate help. They get lost in forms, portals and telephone numbers, cannot find the right office, or simply give up. Those who are less digitally literate, do not speak the language well, or are experiencing stress, debt, or mental health issues face particularly high barriers. This can lead to unnecessary delays or a lack of support altogether. The right care does not arrive in the right place nor on time.
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Responding with empathy
The winners felt that this had to change. “We believe that everyone is entitled to equal opportunities,” said Zakaria. “That's why we're trying to make the support offered by the municipality more inclusive and accessible. Our chatbot enables people to find help quickly and easily, and this is how we aim to prevent their problems from getting worse.”
The students' chatbot helps residents of Gouda find the right support for issues such as parenting, debt, loneliness and home care. Amine, “The chatbot has been developed to speak multiple languages. That's important for people who don't speak Dutch very well. It strikes a balance between factual answers and empathetic responses, ensuring people feel properly supported.”
Preventing hallucinations
Developing the AI chatbot required more than just technological expertise. The students also contributed ideas about the responsible development of AI solutions. They formulated recommendations on how to conduct safe experiments without posing risks to the target group. These recommendations included preventing hallucinations, safeguarding privacy in accordance with GDPR, and designing accessible interfaces for people with colour blindness or limited reading skills.
After the summer, a pilot will begin on the municipality of Gouda's special care website. And that's not all, says Zakaria. “If the pilot goes well, we will implement this in other municipalities too.”
Interdisciplinary teamwork
The jury selected this project because it is a valuable contribution to digital inclusion and improving the accessibility of 'service desks', made by students and healthcare professionals. The students collaborated with healthcare professionals and second-year Information Technology students at Rotterdam University of Applied Sciences. The jury was also impressed by this. “The educational practice, interdisciplinary teamwork, and collaboration with the professional field have been convincingly developed, making a clear contribution to a vital community and a smart, social city.”
This project is a prime example of what Rotterdam University of Applied Sciences means by 'Talent for Transition': students who contribute to solutions for societal challenges while still studying. The students translated their knowledge, creativity and social engagement into a meaningful application. In doing so, they demonstrate the unique features of higher professional education: a practice-oriented, interdisciplinary approach with direct added value for society.