ITCILO’s AnswerMate transforms internal governance with AI

ITCILO’s AnswerMate transforms internal governance with AI

Empowering staff and improving user experience through technological innovation

woman standing in front of large screen displaying information about ITCILO chatbot

As the curtains rose on 31 August 2023, the ITCILO revealed its latest innovation at an event for ITCILO staff. A resounding "wow" echoed through the room – the first response generated by AnswerMate.

This moment marked the introduction of a new tool built to enhance complex and time-consuming processes, sparking an enthusiastic response from ITCILO staff. In fact, both AI and the ITCILO are currently experiencing a phase of rapid development and innovation.

What is AnswerMate?

In the ever-evolving landscape of technological innovation, the ITCILO introduced AnswerMate, an AI-powered chatbot, in 2023. The goal? To transform the way staff interacts with internal governance documentation. AnswerMate represents a step forward in harnessing the capabilities of AI to enhance accessibility, streamline information retrieval, and ensure accuracy in navigating the complex web of internal governance systems.

Three key governance principles:
  1. Strategic integration of innovative technology
  2. Mitigation of risks through the provision of documented content
  3. Enhanced user experience and engagement
Where did the idea come from?

The decision to introduce a chatbot stemmed from an awareness of two pressing needs within the community. Firstly, the ITCILO skipped over the conventional approach of training staff on topics related to human resources, finances, information technology, and more, instead providing the option of direct interaction. Additionally, there was clear demand for 24/7 access to information within the Internal Governance System (IGS). Existing plug-and-play AI solutions fell short, so ITCILO created AnswerMate to address these challenges and meet the unique requirements of ITCILO staff.

What makes AnswerMate special?
  • Leverages new technology: AnswerMate uses Retrieval-Augmented Generation (RAG) technology to streamline access to information. It also reduces the risk of misunderstandings by explaining hard-to-read documents in simple language.
  • Delivers customized answers: The ITCILO carefully selected generative AI components and customized AnswerMate to fit staff-specific needs.
  • Improves user engagement: AnswerMate’s natural language responses allow staff to easily find what they’re looking for.
What is the future of AI chatbots at the ITCILO?

According to a recent ILO study on Generative Pre-Trained Transformers (GPTs) and their potential implications for job quantity and quality, AI technologies like AnswerMate are a significant development in the field. In light of these findings, the ITCILO is committed to refining and updating its AI chatbot technology in the short term, with a long-term vision of leveraging AI’s power to enhance access to information and improve overall efficiency.

screenshot of ITCILO AI chatbot AnswerMate
I'm interested! Now what?

If you want to learn more about AnswerMate, or if you’re interested in working with ITCILO to build your own AI chatbot, visit our dedicated AnswerMate webpage or email us at