Rožnov pod Radhoštěm: Investments in AI Are Paying Off Almost Threefold for the City

An AI chatbot on the website helps Rožnov pod Radhoštěm handle citizens’ day-to-day inquiries, streamlines access to information, and is already delivering a tangible return on investment.

Rožnov pod Radhoštěm faces the same challenges as most cities—contact information for government offices, opening hours, information on documents, waste disposal, and medical services. This is exactly where Citymind’s AI chatbot on the website comes in. It takes over some of the repetitive tasks that would otherwise have to be handled by phone, email, or in person.

Using the Chatbot in Practice

The chatbot resolved 75% of the relevant inquiries and correctly forwarded another 15% to a staff member. In total, it thus correctly handled or forwarded 90% of the relevant inquiries. The remaining 10% consisted of inquiries that were either outside the city’s jurisdiction or for which the chatbot could not find an answer in the available documentation.

Topics in the conversations

The most common topic is contact information: phone numbers, email addresses, the data box, departments, and case handlers. This topic accounts for 23% of all topic-based conversations—a total of 3,010 conversations—and the chatbot provided the correct answer in 84% of cases. The opening hours of the agency and its departments accounted for 1,358 conversations and achieved a success rate of 89%. The chatbot correctly handles 82% of inquiries regarding waste management, garbage collection, waste sorting, and waste disposal fees. It performs best with ID cards, including issuance, replacement, or loss of the card—here, 91% of inquiries receive correct answers.

Results

During the period under review, the use of the chatbot resulted in an estimated savings of 930 hours of routine work. At an hourly rate of 300 CZK, this amounts to 278,975 CZK over approximately 1.6 years of operation.

Over a two-year period, the projected savings amount to approximately 348,719 CZK. Operating costs for the same period total approximately 120,000 CZK, including VAT. The net economic profit is therefore 228,719 CZK, and the ROI is 191%—which corresponds to a savings of approximately 2.9 CZK per invested crown.

And how does the customer rate us?

“The virtual AI agent Tessa has been helping residents on our website for a year now by answering any questions they have about our city, Rožnov pod Radhoštěm. We are very satisfied with her, and our collaboration with Citymind is highly professional. We highly recommend the company.”

City of Rožnov pod Radhoštěm, Google review