Use of Artificial Intelligence

This document outlines the key use cases of artificial intelligence in the Union of Professional Engineers in Finland. 

Core Principles 

The Union of Professional Engineers uses AI as a tool, to enhance and improve the quality and efficiency of the membership services we provide. We only use tried, tested and verified AI tools. All employees of the Union are personally and professionally responsible for the material they produce with AI assistance. 

We comply with all laws and regulations concerning data protection and artificial intelligence. We are transparent about the use of AI in our work and operations. 

In all our systems and solutions, the data remains solely within the Union of Professional Engineers, and information security is ensured so that no data leaks outside the Union. 

We acknowledge that the use of AI involves several considerations related to ethics, quality, and energy consumption. We take these into account in all our AI and other developments. 

Key use cases 

Classification of Customer Cases. Incoming customer service cases are automatically categorized by AI into different categories. A customer service advisor always reviews and corrects the categories before the case is processed. 

Summarizing of Resolved Cases. AI creates summaries of resolved customer cases, listing the main points and the solution reached. These summaries are used for reviewing previously resolved cases. 

Knowledge Article Creation. AI generates Q&A-based knowledge articles based on the most common resolved cases. The content generated never includes any personal identifiable or company information. A customer service advisor always reviews and corrects the knowledge articles before publication. 

AI-Generated Response Templates. AI produces ready-made response templates for customer service cases. The templates are based on case summaries and knowledge articles. A customer service advisor always reviews, supplements, and corrects the AI-generated responses before they are sent. 

AI Agents. AI agents are available in the customer service portal to assist with self-service and updating membership information. The advice and answers provided by AI are based on the Union’s knowledge article database or other reliable and trusted sources. The advice and information provided by AI agents may be incorrect and must always be verified before making any decisions.