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Public Administration and Municipal Services
Project Overview
Intelligent website chat for the Municipality of Küsnacht for automated processing of citizen inquiries around the clock.
Client
Municipal Administration Küsnacht (ZH)
Technology
Evoya AI Chat with RAG Technology and Intelligent Routing
Availability
24/7 Citizen Service with Voice and Text Recognition
Initial Situation
The Municipal Administration of Küsnacht faced the challenge of digitalizing their citizen service and making it accessible around the clock. Repetitive citizen questions about opening hours, services, forms, and contact persons led to high inquiry volumes – especially outside business hours. The traditional system led to overloaded phone lines during office hours and frustrated citizens who received no immediate response. The municipality sought a solution to reduce inquiry volumes within the administration while relieving citizen service without losing the personal touch.
Solution
Implementation of the Evoya AI chat system with RAG technology (Retrieval-Augmented Generation) that automatically answers frequent citizen questions and intelligently routes complex concerns to the right department. The solution combines classic AI text recognition with voice recognition for improved accessibility. The system offers multilingual support for German, English, and other languages and integrates seamlessly into the existing website without design breaks. Through intelligent categorization, repetitive inquiries are automatically processed while complex concerns are specifically routed – with the goal of significantly reducing inquiry volumes in the administration.
Implementation
The technical implementation was carried out through a structured three-stage implementation: Citizens ask their questions via text or voice input in the chat widget, the Evoya AI system automatically analyzes and categorizes the inquiry by topic area and urgency using RAG technology. For repetitive standard questions about opening hours, forms, or services, an immediate, automated response is provided. Complex concerns are intelligently routed to the responsible department. The seamless integration into www.kuesnacht.ch was realized without design breaks, with direct access to forms and information sheets while maintaining the friendly communication style of the municipal administration.
Result
The digitalization of citizen service was a complete success: The round-the-clock available chat service with voice and text recognition significantly relieves administrative staff and ensures a markedly improved citizen experience through immediate answers to the most frequent questions. The AI chat automatically answers repetitive citizen questions while creating valuable transparency about citizens' actual needs. The system continuously provides insights about frequent concerns that are used for ongoing service improvements. The solution is continuously expanded with new content and features.
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