Jobsplus AI Virtual Assistant handles 92% of User Conversations Autonomously
Jobsplus partnered with EBO to bring AI to Malta's public employment services. Through NORA, their AI Virtual Assistant, the company transformed how thousands of jobseekers and employers access support, automating 92% of interactions, improving satisfaction year-on-year, and laying the foundation for the next generation of citizen services.
About Jobsplus
Jobsplus is Malta’s national employment service, working to make employment and career opportunities more accessible through modern, targeted services that support jobseekers, employees and employers while responding to Malta’s changing labour market needs.
The Challenge
As Malta's labour market grew more complex, fuelled by an expanding economy, Jobsplus faced three interlocking pressures:
Surging enquiry volumes
Citizens and employers were increasingly turning to Jobsplus for guidance on permits, licences, vacancies and training, straining front-line teams. Conversations grew from 47,795 in 2024 to 55,346 in 2025, a 16% year-on-year jump. Frontline teams could not absorb that growth.
Open-ended, complex questions
Of all job seeker enquiries, 65% were open-ended questions, mostly around employment history and finding a job. NORA is designed to address this need through natural, responsive dialogue that feels closer to a real conversation.
Always-on accessibility
Job seekers don't only need answers between 9 and 5. Jobsplus needed a service that was available 24/7 and also protected core systems.
The Solution
NORA: AI-Powered Virtual Assistant built exclusively for Jobsplus
EBO developed an AI-powered Virtual Assistant, called NORA, as a scalable AI and long-term capability. The project rolled out in two phases, starting with the highest-volume citizen questions and then progressively connecting to Jobsplus' back-office systems.
Foundations & FAQ automation
NORA went live on Jobsplus with a tightly scoped FAQ use case, automating the questions that accounted for the largest share of front-line support volume.
• Conversational FAQs across finding a job, registrations, forms, courses and schemes.
• Dedicated journeys for both job seekers and employers
• Deployed via webchat on the Jobsplus website
• Operational stabilisation and dialogue consolidation from day one
Deeper integration & Maltese language
With the foundations proven, Jobsplus and EBO expanded NORA's capability into transactional, multi-lingual and search-driven experiences.
NORA in Action
One assistant, multiple citizen journeys.
01 • SELF SERVICE PORTAL
A friendly digital front door
Nora routes visitors into the four pillars that drive all enquiry volume on the main site: Jobs, Courses, Forms and Resources. Visitors can also type an open-ended question, which covers the 65% of enquiries.
02 • CONVERSATION STARTERS
Guided prompts shaped by real citizen behaviour.
From work-permit renewals to course availability, NORA resolves the long-tail citizen questions and hands off cleanly when a human agent is required.
03 • MOBILE FIRST ANSWERS
Clear, multi step guidance on any device.
Whether accessing Jobsplus services on a smartphone, tablet, or desktop, citizens receive the same high-quality experience.
NORA delivers concise, step-by-step guidance in plain language, enabling users to complete complex processes independently. Official forms, supporting resources, and relevant links are embedded directly within the conversation, eliminating the need to navigate multiple web pages or wait for agent assistance.
The result is faster resolution, reduced effort, and greater confidence for citizens navigating essential employment services.
04 • ONE INTELLIGENCE LAYER, EVERY CHANNEL
Consistent experiences across web, portal, and mobile.
NORA provides a unified conversational experience across all Jobsplus digital channels, including webchat on Jobsplus site and the dedicated self-service portal.
When human support is required, NORA ensures a smooth transition by transferring the full conversation history to an agent. As a result, 90.6% of these escalated conversations are taken over immediately, reducing repetition and improving service continuity.
Results Speak Volumes
92%
end-to-end automation
+16%
Year-on-year growth since 2024
4FTEs
agent workload saved
55,346
Conversations across 2025, vs. 47,795 in 2024 (+16%).
92%
End-to-end automation, without the need for human intervention.
4 FTEs
Agent workload saved through high-end to-end automation.
16%
NORA achieved 16% year-on-year growth in user interactions compared with 2024.
5%
Follow-ups handled by agents out of office hours.
90%
Beyond 2026: Future Outlook
Future opportunities include introducing generative AI capabilities to deliver more personalised responses, expanding system integrations, and exploring voice-enabled customer interactions.
Dynamic Responses
Generative AI to tailor answers to each citizen's profile, context and tone, instead of static replies.
Agentic AI
Deeper back office actions. Zoho Desk integration, autonomous task execution, more done in one conversation.
Voice AI
NORA speaking with citizens by phone, not just chat. Accessibility for everyone in Malta.
In Their Words
"NORA has become an integral part of how we serve citizens and employers. The VA provides immediate answers, improves access to information, and gives us a real-time view of what Malta's workforce is actually asking."
"Jobsplus is a perfect example of public-sector AI done responsibly. Start with the citizen, prove value with data, then extend safely. Automating 92% of all Virtual Assistant enquiries end-to-end across a service this complex is a monumental achievement for Malta."
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