Challenge:

The Road Traffic and Shipping Office of the Canton of Schaffhausen receives around 50,000 telephone enquiries every year. Due to limited capacity, not all enquiries could be answered quickly and on time. The limited accessibility affected customer satisfaction, which in turn put a strain on employees. In order to be able to deal with citizens’ concerns efficiently and to their full satisfaction at all times, a conversational AI solution was sought that would be available both outside business hours and during peak times.

Solution:

The voice bot, programmed and implemented by Spitch and Adnovum, automatically answers recurring questions – even in Swiss German dialects. This reduces the workload on staff, gives them more time to deal with complex enquiries, and improves user experience. The solution is delivered as a cloud service.