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Chat Bot

Chat Bot

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Digitalization is a process that can facilitate interaction between citizens and the business environment with public administration. The development of language technologies (including those based on artificial intelligence) will contribute to much more efficient and transparent communication between public institutions, on the one hand, and citizens and the business environment, on the other.

Dynamic City Hall Chatbot

A chatbot is a software program that simulates human conversation through text or voice interactions.

Chatbots use AI (artificial intelligence) technology and natural language processing (NLP).

The advantages of using chatbots for local public administrations are that they can respond instantly to users’ questions, save time and resources by reducing the number of user requests handled by public officials, decrease workload and response time, and provide 24/7 services, including multilingual support.

Site integration

Reading information or documents by the chatbot from the Institution’s website, including PDFs attached through the Institution’s website.

Q&A

Q&A upload – that is, clear questions with clear and coherent answers, e.g., 'where can I make the payment for requests' and provide/generate a link to the secure Digital Services Portal,' what documents are required).

Document status

The possibility to check and find out the status of a submitted document, regardless of the submission method, offline or online, based on the registration number at the time of submission.

Report a problem

The ability to report a problem directly to the Chatbot, record it through the electronic registry, and assign it to the appropriate department for resolution of the submitted issue.

Appointments

The ability to schedule an appointment for a citizen with various departments within the Institution.

Payments

The ability to request a payment link (e.g., the user indicates they want to make a payment, and the Chatbot presents the options, sends the payment link; in this case, the user must be identified using a set of metadata for validation),

Access

Summary of dynamic communication, both via text and voice (text-to-speech & speech-to-text).

Request handling

The Chatbot can receive requests, questions, or inquiries from citizens outside of working hours. These are automatically recorded in the institution's electronic registry.