What are chatbots actually?
Chatbots are automated chat systems that use artificial intelligence (AI) to enable a fully automated dialog between a user and, in relation to cities and municipalities, either a citizen or a company. You can read more about“What is a chatbot?” in one of my last posts.
In recent months, the chatbot ChatGPT from OpenAI has become particularly well known and has taken chatbot technology to a whole new level.
Chatbots – more than just hype?
Chatbots are no longer just a hype topic. At the latest since the release of ChatGPT and the increasingly powerful Large Language Models (LLMs), the technology has matured to such an extent that chatbots can process a large number of dialogs automatically and the language even sounds more and more natural. An example of this can be found in the article on the ChatGPT experiment by Helvetia Switzerland.
The need for digitalization: Is your administration ready?
It is very important that administrations do not miss the boat when it comes to new technologies. While companies such as Amazon, Airbnb and Revolut have been relying on AI systems such as chatbots for some time now, it seems that technological advances are still a long way from reaching all public authorities. However, citizens have become increasingly accustomed to receiving satisfactory answers around the clock, especially from other industries. Administrations and authorities should therefore also start using these technologies. This provides citizens with a contact point that is available almost around the clock, and employees of administrations and authorities are given new solutions to increase internal efficiency and automate recurring inquiries, especially in times of a shortage of skilled workers.
The versatile application possibilities of chatbots
Chatbots can be used in a variety of ways in the administration of cities, authorities, municipalities and cantons. Here are a few examples:
- General citizen inquiries: Many citizen inquiries are repetitive and can be answered very well automatically with a chatbot. This mainly includes questions about guidelines, areas of responsibility or opening hours.
- Ordering documents and records: Citizens contact the administration, the municipality or the canton to order records, certificates and other documents. A chatbot can take these orders and forward them to the appropriate internal department.
- Notification of changes: If citizens want to change their address, name, bank details or similar, they usually have to visit the municipal or cantonal administration in person. A chatbot can record and process these messages fully automatically and around the clock.
- Notifications and inquiries from new residents: New residents not only have to register at their new place of residence, they often also have a number of questions. In most cases, these questions can also be automated by a chatbot.
Pitfalls and challenges when introducing chatbots: is it really that simple?
The introduction of chatbots in cities, municipalities and authorities not only brings simplifications. The following challenges should also be considered
- Finding a use case: It is important to ensure that the use case is really suitable for the automation of customer dialogs. The Value Irritant. matrix.
- Organization: Not every organization is completely open to new AI technologies. Companies and authorities should not underestimate this fact and must inform and educate their employees appropriately.
- Further development and testing: Many administrations underestimate the fact that the chatbot needs to be continuously developed. Resources should definitely be planned for this. As a rule, the testing effort at the beginning is significantly higher than once the bot is running successfully.
Are chatbots data protection compliant?
Yes, chatbots are data protection compliant. Of course, not every chatbot is data protection compliant and administrations that use chatbots must observe a few “rules” so that data protection is not compromised.
First and foremost, it is important that authorities are transparent about what data they store and for what purposes the data is stored. Furthermore, it should of course be avoided that the data from the chatbot reaches unauthorized third parties. When choosing a technology provider, it is therefore advisable to pay close attention to which data is processed and on which servers the data is stored. There are already good cloud solutions that can be operated in a Swiss or German cloud in compliance with data protection regulations.
Successful practical examples: How cities and municipalities are already benefiting from chatbots today
Even if chatbots are not yet as widespread among public authorities as they are in other sectors, there are still some great example projects. Over the last few years and months, I have had the opportunity to accompany one project or another or to interview the project managers as part of a podcast recording. Here are a few examples:
- SVA Argau has been relying on communication with chatbots for a very long time. Find out more in podcast episode #25 .
- The Vienna Bot from the City of Vienna is also a great role model for chatbots in municipal administrations. More on this in my podcast episode #17.
- The canton of Solothurn has also had a chatbot for the most frequently asked questions for some time now. Find out more in podcast episode #62.
- The Züri-Bot mainly answers questions about the environment, energy and saving electricity.
How do you choose the right chatbot? 6 steps to the perfect solution
When implementing the chatbot project, you can use the Six-Stage Model of Conversational AI Design as a guide.
The following stages are included:
- WHAT: Define the User Problem
- WHO: Define the Target User
- WHERE: Define the Channel Integration Across Touchpoints
- HOW: Design the Appearance, Tonality, and Personality of the AI
- WITH WHOM: Define the Extended Project Team & Stakeholders
- WITH WHAT: Define the Technology Stack
The choice of suitable technology is deliberately placed at the very end. Before then, the focus will be on concept work and team composition. Only when all the requirements for the chatbot, i.e. the rough concept, have been defined does it make sense to select the right provider. You can find out more about the chatbot providers that even use the ChatGPT API in my provider overview.
Conclusion: How can you take the chatbot revolutionary leap?
I think this article has once again made it clear that chatbots are definitely also something for authorities, administrations, cities, municipalities and cantons. Now it is a matter of finding the right start and integrating the chatbot optimally into the existing communication channels of the administrations. I am available for a non-binding exchange and will of course also be happy to support you in the rest of the project. For example, I offer chatbot consultations or ChatGPT workshops.
Feel free to send me a WhatsApp message or an email and we can find out together where you stand and what you need.
Chatbots for cities, municipalities and authorities – Frequently asked questions & answers
What is a chatbot?
A chatbot is an artificially intelligent system that can carry out automated conversations with users, typically via text messages.
How do chatbots work in cities and municipalities?
Chatbots in cities and municipalities can fulfill a variety of functions, from answering frequently asked questions from citizens to providing up-to-date information and automating certain administrative tasks.
How do cities and municipalities benefit from chatbots?
Chatbots can increase the efficiency of public administration by automating time-consuming tasks and thus improving citizen service, increasing citizen satisfaction and saving resources.
Are chatbots safe?
The security of chatbots depends heavily on the data protection and security measures implemented. Professionally developed and maintained chatbots usually offer robust security measures to protect data.
How do you choose the right chatbot for a city or municipality?
Choosing the right chatbot requires careful consideration of several factors, including the administration’s specific needs and objectives, technical requirements, budget and staff skills.
Can chatbots work in multiple languages?
Yes, many modern chatbots have the ability to understand and speak multiple languages, making them particularly useful for multilingual communities.
What happens if a chatbot cannot answer a question?
If a chatbot encounters a question that it cannot answer, it usually forwards the query to a human employee or recommends that the user contact an employee for further assistance.
