Roskilde Kommune Enhances Citizen Services with Conversational AI

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Roskilde Kommune, a municipality in Denmark, was faced with the challenge of efficiently addressing the queries of its over 80,000 inhabitants. The municipality needed a solution that could provide consistent, quality responses to citizen inquiries, while also reducing the need for extensive employee training. The solution also needed to be easily updated and maintained by the municipality's employees, without requiring technical training. Furthermore, the municipality sought to improve the end-user experience through more interactive and readily available customer service.

Roskilde Kommune is a municipality located in the Sjælland region of Denmark, approximately 30km west of Copenhagen. It is home to over 80,000 inhabitants and is one of eight municipalities in the country that currently deploy the boost.ai Kommune-Kari multi-city conversational AI platform. The platform has been rebranded as Kommune-Kiri in Denmark to suit local preferences. The municipality is committed to providing efficient and quality services to its citizens, and the adoption of the Kommune-Kiri platform is a testament to this commitment.

The solution came in the form of Kommune-Kiri, a multi-city conversational AI platform developed by boost.ai in collaboration with Deloitte. This platform acts as a central knowledge hub that Roskilde and other municipalities can connect to in order to answer any questions that their citizens may have via a chat interface on their websites. The platform is bolstered by boost.ai’s market-leading Natural Language Understanding (NLU) that allows for one single virtual agent platform for all municipalities. It also includes a dedicated municipal module with more than 1,600 ready-to-go topics and answers. The no-code nature of the boost.ai platform makes it easy for Roskilde employees to update and maintain their respective virtual agent, guaranteeing quality content and answers specific to their citizens, without any need for technical training.

• The implementation of the Kommune-Kiri platform has significantly improved the operational efficiency of Roskilde Kommune's citizen service team. The platform's 24/7 availability ensures that citizen queries are addressed promptly, regardless of the time of day. The chat-led interactions have enhanced the end-user experience, providing a more interactive and engaging mode of customer service. The platform's consistent quality of answers has also ensured that citizens receive accurate and reliable information. Furthermore, the unlimited support capacity of the platform has reduced the need for extensive employee training, allowing the municipality to allocate its resources more effectively.

• 24/7 availability of automated customer service

• Over 1,600 ready-to-go topics and answers

• More than 130,000 citizens served across eight municipalities