Mokrá-Horákov: Over 670 hours that were returned to the office

AI chatbot for the web in Mokrá-Horákov simplifies daily communication with citizens and puts time back where it is least in a small office.

On the municipal website, the same questions are repeated over and over again. How much is paid for waste. Where to report a dog. When are the documents dealt with. Who to contact. And when all these questions end up with the same people over and over again, it starts to take time exactly where it is least in the normal course of business.

That’s why an AI chatbot for the Mokrá-Horákov website makes so much sense. It didn’t add another layer of complexity. On the contrary, it has helped simplify everyday communication with citizens and make information available in the form people are actually looking for it.

What people most often solve

The chatbot’s topics most often revolve around contacts, waste management, culture, ID cards, the construction agenda or dog registration. This is exactly the type of communication that is repetitive, but at the same time needs to be easily accessible and understandable to people.

Result

Since its launch, the chatbot has handled nearly 13,000 inquiries across more than 6,900 conversations. The most significant result, however, is a very practical one: it has saved the agency over 670 hours of time.

Overall, it correctly handled 90.9% of relevant inquiries. And a large portion of the conversations took place outside of regular business hours. That is precisely when the true meaning of an accessible government agency becomes most apparent.

“Show me a single civil servant who will give you round-the-clock attention on his or her day off, and on a public holiday.”

Matyáš Charvát, Mayor of Mokrá-Horákov

Public reference

“The cooperation of our municipality Mokrá-Horákov with the start-up Citymind shows that public administration does not have to be just ossified and backward thanks to AI.”

Matyáš Charvát, Mayor of Mokrá-Horákov