Over 2,000 procedures available: Artificial intelligence to simplify searches on Guichet.lu

Over 2,000 procedures availableArtificial intelligence to simplify searches on Guichet.lu

Guichet.lu currently offers access to around 2,000 administrative procedures, but many users struggle to find the information they need.

In an effort to make searches more intuitive, the government is turning to artificial intelligence with the launch of a new chatbot. Starting Monday, the chatbot will be available to support users in their search for the right procedures. When a user submits a question, it takes about 15 seconds to provide an answer.

This brief wait is intentional: an automated moderation process checks that only information officially published on Guichet.lu is used in the chatbot's reply, according to Minister for Digitalisation Stéphanie Obertin.

Unlike general online search engines, its scope is limited to the content found exclusively on Guichet.lu. It does not have access to any personal data held in users’ MyGuichet accounts.

The system currently delivers its most accurate results in German, French, and English. Other European languages, such as Swedish, are automatically translated. Work is still ongoing to improve the Luxembourgish version, as the ministry is not yet fully satisfied with its performance.

For now, questions submitted in Luxembourgish receive answers in French. Minister Obertin stressed that some “teething problems” are expected following the launch and encouraged users to report any issues they encounter.

As well as simplifying the search process, the chatbot aims to relieve the Guichet.lu helpdesk by automatically answering many standard queries, freeing up staff to handle more complex requests.

In addition, MyGuichet.lu has introduced a new digital mandate, known as the “mandat numérique”. This feature allows a user to grant a trusted individual access to their private MyGuichet area, enabling that person to carry out procedures on their behalf.

The initiative is designed to support those who find it difficult to manage new technologies themselves. Setting up a mandate requires both adults to have a Luxembourgish 13-digit registration number.

The mandate can be valid for between one month and one year, and the designated representative can complete various administrative procedures.

Safeguards are in place to protect the interests of the person granting the mandate. They retain full access to their profile at all times and can shorten the mandate’s duration or revoke access entirely if needed.