Digital Twin: Frequently Asked Questions
General Questions
What is the Digital Twin?
The Digital Twin is a custom AI-powered chatbot built specifically for SDECB. It acts as a knowledgeable assistant that can answer questions about organizational processes, services, and information - available 24/7 in both English and French.
Why is it called a “Digital Twin”?
The name emphasizes creating a digital replica of knowledge and expertise. We built Matthieu’s Digital Twin first - capturing his knowledge as a business advisor so clients could get answers even when he’s unavailable.
Who can access the Digital Twin?
Access depends on your organization’s deployment:
- Internal staff version - All SDECB employees
- Client-facing version - Public access for client self-service
- Pilot version - Limited to pilot participants
Check with your IT administrator for specific access details.
Is the Digital Twin always available?
Yes, 24/7 availability for most features. Occasional exceptions for scheduled maintenance or system updates.
How It Works
How is data sourced and updated?
Initial build:
- Comprehensive interviews with all SDECB staff
- Organizational documentation
- Service descriptions and program information
- Frequently asked questions from real interactions
Ongoing updates:
- Regular content reviews
- Updates when policies change
- Additions based on feedback
- Continuous refinement from usage
High accuracy (90%+ reliable):
- Standard services and programs
- Common eligibility criteria
- Established processes
Moderate accuracy (verify when important):
- Edge cases and exceptions
- Recently changed policies
- Complex processes
Always verify:
- Client-specific decisions
- Financial commitments
- Legal or compliance matters
How does the search work?
The Digital Twin uses “semantic search” - AI that understands meaning, not just keywords. Ask naturally, as if talking to a person.
Can it make mistakes?
Yes. The Digital Twin is powered by AI and can misunderstand complex questions, provide outdated information, or miss nuances. Always verify important information with colleagues.
Access and Permissions
Who can access what data?
The system uses Attribute-Based Access Control (ABAC):
Public access (client-facing):
- General service information
- Eligibility criteria
- Application processes
Staff access (internal):
- All public information
- Internal procedures
- Staff resources and templates
- Process documentation
Manager access (if configured):
- Staff information
- Budget and financial details
- Strategic planning documents
- Document the question, incorrect answer, and what’s wrong
- Contact your IT administrator or project lead
- Include all relevant details
- The issue will be logged, prioritized, and fixed
Why is it slow sometimes?
Common reasons:
- High usage (peak times)
- Complex questions
- Network issues
- Large knowledge base searches
What browsers work best?
Recommended:
- Google Chrome (latest)
- Mozilla Firefox (latest)
- Microsoft Edge (latest)
- Safari (latest)
Can I use it on mobile devices?
Yes, most implementations work on smartphones and tablets, though complex features like graph visualization may be better on desktop.
Privacy and Security
Is my data private?
What’s collected (typically):
- Questions asked (anonymized, for improvements)
- Usage patterns (analytics)
- Technical performance data
What’s NOT collected:
- Personal identification (unless you provide it)
- Individual monitoring
- Client confidential information
Can others see my questions?
Generally no - questions are anonymized for analytics. IT administrators may access logs for troubleshooting.
Is it secure for sensitive topics?
Use for:
- General organizational questions
- Process lookups
- Service information
Do NOT use for:
- Client PII
- Confidential financial data
- Sensitive personnel matters
Bilingual Support
Does it really understand French as well as English?
Yes - the Digital Twin is truly bilingual with native-level French comprehension, culturally appropriate responses, and understanding of idiomatic expressions.
Can I switch languages mid-conversation?
Absolutely. Start in English, switch to French, switch back - the Digital Twin adapts instantly while maintaining conversation context.
Can I get translations of responses?
Yes. Ask directly: “Can you provide that in French?” or re-ask the same question in your preferred language.
Use Cases and Best Practices
What should I use the Digital Twin for?
Best uses:
- Quick answers to common questions
- Process and procedure lookups
- Service information for clients
- Eligibility criteria checks
- Document requirement checklists
- Bilingual translations
- Pre-meeting preparation
Less suitable for:
- Complex cases requiring judgment
- Final decisions on exceptions
- Strategic planning
- Sensitive personnel matters
How can it help me save time?
Instant answers: 30 seconds vs. 5-10 minutes
24/7 availability: No waiting for colleagues
Bilingual support: No translation delays
Consistent information: Always current
Real-world example: Matthieu saved 15+ hours per week by directing routine questions to his Digital Twin.
What if I prefer talking to a human?
That’s completely fine. The Digital Twin is a tool, not a replacement. Use it for quick info, use humans for complex discussion and relationship building.
Training and Learning
Do I need training to use it?
Basic use requires no special training - just type a question. Advanced features (graph exploration, complex queries) benefit from training.
How can I get better at using it?
- Practice regularly
- Learn from examples in the documentation
- Explore different features
- Provide feedback
Are there keyboard shortcuts?
Common shortcuts (if available):
- Enter - Send message
- Shift + Enter - New line
- ? - Show help
Feedback and Improvement
How can I help improve the Digital Twin?
- Report incorrect information
- Suggest missing content
- Share success stories
- Participate in feedback sessions
Can I request new features?
Yes! Contact your IT administrator with:
- Feature description
- Why it would help
- Use case examples
- Priority level
Future Development
What new features are coming?
Potential enhancements:
- Voice interaction
- Mobile app
- Integration with other tools
- Predictive suggestions
- Enhanced visualization
Will it replace human staff?
No. The Digital Twin amplifies human capabilities, not replaces them. It frees staff from repetitive tasks to focus on high-value work requiring human skills.
Still Have Questions?
Check other documentation:
Contact support:
- IT Administrator: [your organization’s contact]
- Project Lead: [your organization’s contact]
The Digital Twin is a learning tool - both for you and for the system. The more you use it, the better it becomes.
Last Updated: January 2026