VFS launches AI-powered chatbot for UK visa customers in 141 countries

NEW DELHI: VFS Global Wednesday said it has launched a new generative AI-powered chatbotto “enhance customer support” for travellers to the UK. The chatbox, developed by VFS Global’s Dubai-based AI team, will offer support through both voice and text commands, “allowing users to easily access the information needed to navigate the application process.”
Zubin Karkaria, VFS Global founder & CEO said: “…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 driven 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 and requirements of our client governments.”
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.”
The AI-Powered chatbot was developed using advanced Generative AI technologies, each trained on publicly available data from their respective VFS Global Country-to-UK websites. Built and hosted entirely on VFS Global’s IT infrastructure, “the AI models adhere to rigorous data privacy and security standards,” the company says..
“A dedicated team of data scientists and AI specialists collaborated on the project, leveraging in-house expertise to uphold the highest quality and security standards, with VFS Global’s AI centres based in Dubai (the headquarters for AI and Digital Operations), Mumbai, and Berlin. Ethical AI practices were a key focus, with VFS Global partnering with the ‘Responsible AI Institute’ to integrate ethical considerations and bias mitigation into the development process.Additionally, the project utilised proprietary AI platforms, including our AI Foundation Model and Super Alpha Application Platform, both equipped with built-in guardrails to ensure data safety, security, and regulatory compliance,” it added.
VFS Global operates over 3,500 application centres in 153 countries and says it has processed more than 305 million applications since 2001 for 68 client governments. The company is headquartered in Zurich and Dubai and is majority owned through investment funds managed by Blackstone Inc, along with the Swiss-based Kuoni and Hugentobler Foundation and EQT.