The client required:
The SRA has many different tasks. The goal with the SRA assistant was to make the user feel that SRA is an authority where all parts are well connected, that it is one, despite its many offices and different activities. The SRA should be easy to access, the user should be able to recognize the SRA through all activities and get the same treatment all over, regardless of the time of day or what channel of communication is used. The activities should also be made more efficient to set resources free, in the longer perspective.

How we made it:
The SRA Interactive Assistant, Anna, answers questions about driving licenses, vehicles and other common SRA-questions. She points to information on the SRA website when more information is needed. Anna can turn the user over to a "real" person when that is wanted. She then asks for the users phone number or Email address and let´s the SRA staff get back to the user.

Result:
Anna has answered over 200 000 questions during one year on the Web. She has a lot of knowledge in her data base and more are being built right now. Anna reduces the questions to customer service staff, but she can also turn users over to customer service if they wish to have more information.