Uherský Brod: When Innovation Becomes an Everyday Service for Citizens

An AI chatbot on the website helps Uherský Brod streamline access to information, handle repetitive inquiries, and at the same time shows the city what people are actually looking for on the site.

Uherský Brod is among the first cities in the Czech Republic to begin testing artificial intelligence in government offices. As early as 2023, Citymind was taking its first steps, and City Clerk Kamil Válek helped get our project—then called Tessabot—included among the smart city solutions in the Smart Cities 2023 competition, in the IDEA category. Together, we went on to win first place in that category.

Where the Benefits Are Most Apparent

In Uherský Brod, people most often ask for contact information, phone numbers, email addresses, office hours, and practical administrative matters related to documents. A major topic involves ID cards and driver’s licenses, required documents, the status of applications, or the correct office to visit: these are recurring questions that are important to a specific person at that moment.

What the data revealed

During the period under review, from May 2024 to August 2026, 6,551 conversations took place via the chatbot. The estimated number of users served reached 2,644, and 51% of the conversations took place outside of business hours—in the evening, at night, on weekends, and at times when it is typically difficult to reach government offices by phone.

The most common topic was contacts, phone numbers, and emails. These accounted for 28% of all topic-based conversations—a total of 2,399 conversations—and the chatbot responded correctly in 94% of cases. This shows that it effectively addresses one of citizens’ most common needs: quickly finding the right contact, department, or practical navigation information. Other prominent topics included obituaries, driver’s licenses and ID cards, and the opening hours of individual departments. Regarding inquiries about documents, recurring questions included those about applications, required documents, pickup, processing status, or the correct office to visit.

Result

The AI chatbot saved an estimated 459 hours of routine work; at a rate of 300 CZK per hour, that amounts to 137,725 CZK.

The busiest time was between 9:00 a.m. and 12:00 p.m., which is when communication with the office tends to be most active. However, more than half of the conversations took place outside of business hours. The chatbot thus provides assistance during peak times throughout the day while also ensuring the city remains accessible even outside of regular business hours.