Promising to enhance customer support for travellers to the United Kingdom, Dubai-headquartered VFS Global has launched a new Generative AI-powered chatbot that is now available to UK visa applicants in 141 countries, including the GCC countries.
Among the key features of the GenAI-Powered chatbot, apart from its 24×7 availability, are human-like interactions where it delivers responses that closely mimic human conversation, enhancing user engagement. It is focussed solely on the customers’ needs and the information provided is highly accurate and relevant and follows ethical AI practices, which minimises biases and ensures fair and consistent responses.
Privacy is a big area of focus for VFS Global and the process detects and masks any Personally Identifiable Information (PII), which means no sensitive data is stored. It has secured AI hosting, and the Large Language Model (LLM) is deployed in a safe environment to prevent data sharing with external platforms.
Developed by VFS Global’s AI team, also based in Dubai, 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.
The AI-powered chatbot not only utilises advanced Generative AI technology to offer human-like, conversational support, but does so through both voice and text commands, providing instant, accurate, and accessible information for UK-bound customers.
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.”
A dedicated team of data scientists and AI specialists, including those based in Mumbai and Berlin, collaborated on the project, leveraging in-house expertise to uphold the highest quality and security standards.
VFS Global partnered with the ‘Responsible AI Institute’ to integrate ethical considerations and bias mitigation into the development process. The project utilises proprietary AI platforms, including their AI Foundation Model and Super Alpha Application Platform, both equipped with built-in guardrails to ensure data safety, security, and regulatory compliance.
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 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 of our client governments.”
VFS Global serves as a partner to 68 client governments and operates over 3,500 Application Centres in 153 countries. The company has processed more than 305 million applications since 2001.
