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Initial situation
Digital citizen services are becoming increasingly popular. This is also the case in the municipality of Lyss in the canton of Bern. It is a modern and forward-looking regional center that offers its approximately 16,000 citizens everything their hearts desire.
Every day, the Lyss administration receives numerous inquiries by e-mail or telephone to the respective office, which causes a great deal of processing work. In most cases, these questions can be answered quickly and easily.
With the use of aiaibot, simple questions and concerns are to be answered via a digital self-service chatbot.
Idea & realization
The digital self-service chatbot was introduced within a very short space of time in order to reduce customer service costs. Frequent inquiries such as ordering a certificate of residence or a foreigner's identity card are now automated.
The bot picks up the website visitor directly on the homepage and inquires about their needs. Depending on the topic selected, it leads the visitor to the page they are looking for or solves their problem directly.Thanks to self-service via the bot, citizens receive help with their request at any time and the responsible department is relieved. The short processing time and high level of availability improve the customer experience and at the same time reduce the workload on the administration side.By using the smart chatbot solution from aiaibot, we can offer our citizens a modern service. The bot is being actively used and has been well received. Telephone calls have decreased since its introduction. Over 30 orders were received via chatbot in the first month. The solution is very flexible and could be implemented within a few weeks without any IT knowledge. That impressed us.
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