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VFS Global introduces AI chatbot to assist Kenyan applicants. [File, Standard]
For many Kenyans, applying for a UK visa is a frustrating process marked by long waits, unclear guidelines and reliance on costly third-party agents.
With demand for UK travel rising, applicants often struggle to get accurate information, leading to delays and rejections.
A visa processing firm, VFS Global, has introduced an AI-powered chatbot to assist Kenyans applying for UK visas, aiming to ease access to information amid long waits and complex requirements.
The chatbot, which responds to voice and text queries, is designed to provide instant guidance on visa requirements.
Available in 141 countries including Kenya, it aims to reduce reliance on customer service agents and intermediaries by offering real-time, country-specific responses.
Jen Vidler, Deputy Director at UK Visas and Immigration, said the chatbot aligns with efforts to make visa services more accessible and efficient.
“Providing instant access to accurate information about the visa application process will ensure we continue to offer the best service to our customers,” she said.
VFS Global, which handles visa processing and administrative services for governments worldwide, says the chatbot uses Generative AI technology to simulate human-like interactions.
It is built on the company’s secure IT infrastructure and trained on publicly available data from its official visa application websites.
The firm says the chatbot also includes security features such as data masking to protect personal information and prevent sensitive data from being stored.
Additionally, VFS Global collaborated with the Responsible AI Institute to integrate ethical AI practices and minimise bias in responses.
Zubin Karkaria, CEO of VFS Global, said the firm is developing more AI-driven solutions to improve visa and consular services.
“We remain deeply committed to the responsible development of AI in accordance with the policies and requirements of our client governments,” he said.
While the chatbot aims to simplify access to information, it does not affect processing times, a major concern for many Kenyan travellers.
Applicants still have to go through the standard visa assessment and approval process, which remains under the jurisdiction of UK Visas and Immigration.
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