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Industry
Public Administration and Municipal Services
Project Overview
Intelligent website chat for the Municipality of Uttwil for automated processing of citizen inquiries around the clock.
Client
Municipal Administration Uttwil (TG)
Technology
Intelligent Website Chat with Automated Routing
Availability
24/7 Citizen Service
Initial Situation
The Municipal Administration of Uttwil wanted to modernize and digitize their citizen service. Citizens should be able to easily access information, including in various languages. The goal was to reduce inquiries within the administration while maintaining the personal and approachable character of the administration.
Solution
Development of an intelligent chatbot specifically designed for Uttwil's needs, which automatically answers frequent questions while preserving the personal and approachable character of the municipality. The solution includes intelligent inquiry processing with automatic answering of frequent questions about opening hours, municipal services, and contacts. The chat provides direct access to forms, information sheets, and important information in various languages, thereby reducing inquiries within the administration. The integration takes place seamlessly into the existing website www.uttwil.ch without design breaks.
Implementation
The technical implementation was carried out through a structured implementation: Citizens can ask a question in the chat widget at any time, the AI automatically analyzes and categorizes the inquiry by topic area. For standard questions, an immediate response is provided, reducing inquiries within the administration. The integration into the existing website www.uttwil.ch was seamless and respects the municipality's corporate design. The system was trained with specific content about Uttwil services and local characteristics and offers multilingual support to provide all citizens with easy access to information.
Result
The implementation was very successful and significantly modernized the municipality's citizen service. The 24/7 available chat ensures a significantly improved citizen experience with immediate answers to frequent questions and simultaneously reduces inquiries within the administration. The multilingual support enables all citizens easy access to information while maintaining the personal and approachable character of the administration. Citizens particularly appreciate the quick availability of information around the clock. The system is continuously expanded and optimized with new content.
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