AI website chat for the Municipality of Küsnacht: answering citizen enquiries around the clock
Municipality of Küsnacht · Project overview ·
The project at a glance
Evoya AI implemented an AI website chat for the Municipal Administration of Küsnacht (ZH). The chat answers frequent questions about opening hours, services, forms and contact persons and routes complex concerns to the responsible department.
The chat is available around the clock and accepts questions by text or voice. It answers standard questions immediately, and the municipality gains an overview of frequent concerns.
- Client
- Municipal Administration Küsnacht (ZH)
- Industry
- Public administration and municipal services
- Use case
- Automated answers to citizen enquiries on the municipal website
- Solution
- Evoya AI Chat with RAG technology and routing to departments
- Availability
- Around the clock, with text and voice input
- Languages
- German, English and others
Starting point: many recurring questions, also after office hours
The Municipal Administration of Küsnacht received many similar questions: about opening hours, services, forms and contact persons. A large share of them came in outside business hours.
During office hours, the phone lines were heavily loaded. Anyone asking outside office hours did not receive an immediate answer.
Goal: a digital citizen service that is available at any time
The municipality wanted to digitalise its citizen service and make it accessible around the clock. The aims were to:
- reduce the volume of enquiries within the administration,
- relieve staff of recurring questions,
- keep the personal touch of the citizen service.
The solution: an AI chat with automatic categorisation and routing
Evoya AI integrated Evoya AI Chat into the website www.kuesnacht.ch. The chat uses RAG technology (retrieval-augmented generation). The process has three steps:
1. Ask a question: citizens ask their question in the chat widget, by text or by voice input.
2. Categorise the enquiry: the system categorises the enquiry by topic and urgency.
3. Answer or route: the chat answers standard questions about opening hours, forms or services immediately. It routes complex concerns to the responsible department.
The chat links directly to forms and information sheets and supports German, English and other languages. It follows the friendly communication style of the municipal administration and fits into the existing website without design breaks.
Results: immediate answers and insight into frequent concerns
The chat is available around the clock and answers the most frequent questions immediately. This relieves administrative staff of recurring enquiries.
- Immediate answers: standard questions are answered outside office hours as well.
- Better accessibility: voice input is available in addition to text input.
- Insight into needs: the municipality sees which concerns come up often and uses these insights to improve its services.
The chat is continuously extended with new content and features.
Related topics: AI for the public sector · Evoya Chat
Frequently asked questions about the project
The chat answers recurring questions about opening hours, services, forms and contact persons. It also links directly to forms and information sheets.
The chat categorises each enquiry by topic and urgency. It routes complex concerns to the responsible department of the municipal administration.
Yes. In addition to text input, the chat offers voice input. This improves accessibility.
The chat supports German, English and other languages.
Plan an AI chat for your municipality
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