Tempo di lettura: Less than a minute
Approach
The Municipality of Bologna, a metropolitan city with over 390,000 inhabitants, handles a high volume of requests related to taxes and revenue collection. The challenge was to reduce queues at service counters and the workload on call centers, while encouraging the use of online services and ensuring fast and accurate responses for citizens.Municipia adopted an integrated consulting and technological approach, based on Design Thinking methodologies and co-design with the client, to analyze service processes and information flows and to develop an advanced, scalable, and secure conversational solution.
Solution
The project involved the implementation of an intelligent chatbot on the Municipality’s website, capable of handling requests related to taxes, deadlines, and revenue collection. The solution is also in the process of transitioning to generative AI to improve natural language understanding and simplify training, with future developments toward voice support and omnichannel integration. Between March 2021 and January 2026, the system handled over 158,000 conversations and 420,705 messages, achieving a 93% automatic resolution rate on the first attempt and an additional 4% through automated suggestions, with further developments planned to expand its functionality.
