Challenge:

The Kreuzlingen city residents’ office is visited by around 300 people every week. At the same time, citizens can also contact the city office by phone or email. Since all inquiries are processed by the same team and citizens are given priority at the counter, a smart solution was needed to avoid long waiting times, delays in responding, and staff overload.

Solution:

Spitch in partnership with UMB provided a Virtual Assistant (voice bot) that handles citizens’ inquiries automatically to sustainably improve efficiency. The bot covers ten different topics, including questions about opening times, marital status and residence confirmations, passport and ID ordering, among others. It enjoys a high level of acceptance thanks to its ability to understand Swiss German dialects. The voice bot answers the phone 24/7 and is not allowed to provide legally binding information. The solution is provided as a managed cloud service allowing to avoid additional IT infrastructure costs and focus on core business functions.