Self-service for zoo visitors

Initial situation

Zurich Zoo is a Zurich cultural institution founded in 1929. It acts as an ambassador between humans, animals and nature. With almost 6,000 animals spread across around 370 species, it showcases the diversity of the animal kingdom and is a must-see for all animal lovers. Visitors experience the animals in natural habitats such as the Lewa Savannah, the Masoala Rainforest or the Kaeng Krachan Elephant Park and learn how to protect their habitats.

As part of its digitalization strategy, the zoo wanted to launch a modern, customer-friendly digital service on its website. This is how the chatbot was created as a digital information point for zoo visitors.

Idea & realization

The bot has been christened 'Psitta' - an abbreviation of the Latin name of the eloquent gray parrot. The chatbot supports interested parties with frequently asked questions on topics such as opening hours, prices, information on the daily program such as feedings or other events, weather and also on the gastronomic offers at the zoo. The digital self-service provides visitors with the information they need quickly and easily at any time.

The chatbot was implemented on the basis of the aiaibot service automation platform within just a few weeks and went live last December. Over 1,500 user sessions were recorded in the first few weeks. The bot is mostly used for questions about opening hours and prices or for the current daily program.

Rita Schlegel, Content Manager at Zurich Zoo, says:

Chatbot ‹Psitta› is a valuable and technically easy-to-use addition to our digital information offering. As a contact point for the most frequently asked questions, it is available to our visitors at any time of day or night.

Further use cases are currently being worked on and are due to go live soon.