photo: Pixabay
In the context of the Strategic Plan 2025, under Digital Evolution Programme, the EUIPO has launched its first EUIPO Virtual assistant in EasyFiling: the EUIPO Chatbot.
The Chatbot was released in December 2021 as a Beta version for trade marks thanks to the close collaboration between CD and DTD. It is also available on EUTM Easy Filing 24/7.It provides general information on basic questions and doubts that users may have when filing online.
It can can provide faster responses to generic queries when compared to telephone calls or emails. If users are not satisfied with the Chatbot’s response, they can choose to chat with a person between 8.30 and 18.30.
The knowledge base of the Chatbot is built on the general FAQs published on our website and has been enhanced with more questions, and answers, with the help of CD colleagues. Responses are always based on predefined standard answers and links that are designed to help users find the information most relevant to their needs.
Together, DTD and CD have set up a working group to monitor the Chatbot. The objective of the group is to review questions and answers, on a weekly basis to continuously improve the Chatbot’s performance. Additionally, the continuous feedback received from our users, is used to further improve the knowledge base allowing its expansion into other eFiling forms, in the future.