CIIT-Software has been awarded a groundbreaking project with the ÖIAT (Austrian Institute for Applied Telecommunications). The Internet Ombudsman's Office The ÖIAT is a free, out-of-court dispute resolution and advisory service for online consumers in Austria. The project aims to develop an AI-optimized case management tool that will make the management of online dispute resolution and advisory cases more efficient, transparent, and user-friendly. The project is co-financed by the European Union.
Comprehensive administration for case managers
The new case management tool is designed to significantly simplify the daily work of case managers through a structured user interface. The dashboard provides an intuitive overview of all ongoing cases and automatically prioritizes them according to relevance and timeliness. Additionally, the tool includes a clear deadline management system where upcoming deadlines are highlighted and expired deadlines are color-coded. The complaint management system allows for easy management of contact information and related cases with search and sort functions. The message management system allows users to search and sort all incoming messages, and AI-powered response drafts can be created and edited directly. More on the other AI components shortly.
Smart AI features for efficient case processing
The new software solution is equipped with state-of-the-art AI functions specifically tailored to the needs of the Internet Ombudsman's Office. Key features include the automatic generation of answers based on the Ombudsman's FAQs and the simplification of texts to create clear and concise messages. The latter helps translate complex or legal terminology into more understandable language, ensuring clear and easily comprehensible communication for all involved. Furthermore, the software enables accessible and multilingual communication through translation options into any language. Another helpful feature is the automatic creation of case summaries, which are updated with each new event related to a case. This reduces the effort required for manually tracking progress and improves clarity.
Transparent communication and intuitive user guidance
An intuitive web interface allows all involved parties to view their cases, tailored to their respective roles and permissions. In addition to creating messages and uploading attachments, the tool also offers special web forms that are seamlessly integrated into the ÖIAT website. These forms enable users to submit requests quickly and easily. Furthermore, incoming emails are automatically processed, assigned to the relevant cases, and all attachments are correctly stored. Thanks to automatic adaptation to mobile devices, access is also guaranteed on the go.
""We deliberately choose projects that are not only technologically challenging, but also offer real social value – as in this case, by helping to make the digital world safer and fairer.""
The project started in mid-January, the testing phase begins in April, and the final go-live is planned for May 2025. This means the development of this customized tool will be completed in just a few months. Are you also planning a development project? Schedule a free consultation with CIIT. You can find the contact page here. here.
