In many municipalities in Sweden citizens can get information online about their municipality and services via Interactive Assistants. One of the municipalities is Malmö, the commercial centre of southern Sweden and an international city. On Malmö´s Website you can ask questions to the Interactive Assistant Sara. She has an extensive Knowledge base, and if Sara can´t help the user, she is able to turn users over to customer service through chat. Malmö was chosen IT-Municipality of the Year in Sweden 2005. Thousands of citizens are continuously using the self-service channel every month since launch.
Hej! Jag heter Sara och jag kan svara på frågor om Malmö stad. Jag utvecklas hela tiden och om du vill kan du höra min röst när jag svarar. Jag uppskattar att du testar mig!
Additional comments by developer Artificial Solutions:
Malmö is the commercial centre of southern Sweden and an international city. The Municipality of Malmö has 270.000 residents who speak some 100 languages and belong to 164 different nationalities.
The client required:
The client wanted to offer the citizens self-service which enables them to get their questions about the municipality information and services answered 24h. They wanted the citizens to feel that they had a better insight into how issues are handled by the municipality staff. They wanted the citizen to not be irritated because the person they want to talk to isn't available, and they wished to make it easier to navigate on a large website.
How we made it:
Sara is the Interactive Assistant on Malmö's website. She has an extensive knowledge base, which is further developed with Botkyrkas quality, service and assistant work as a base. If Sara cant help the user, she is able to turn users over to customer service through chat, if she is unable to answer a question and the user wants it.
Malmö has been chosen IT-Municipality of the Year in Sweden 2005. Thousands of citizens are continuously using the new self-service channel every month since launch.