Rožnov pod Radhoštěm: The City’s Investment in AI Is Paying Off Nearly Threefold

An AI chatbot on the website helps Rožnov pod Radhoštěm handle residents’ 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 city departments, opening hours, and information on documents, waste management, or healthcare services. This is exactly where Citymind’s AI web chatbot comes in. It takes over some of the repetitive tasks that would otherwise end up being handled by phone, email, or in person.

Chatbot Usage in Practice

The chatbot resolved 75% of relevant inquiries and correctly redirected another 15% to a human agent. In total, it correctly handled or forwarded 90% of 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 resources.

Conversation Topics

The most common topic is contact information: phone numbers, emails, data boxes, departments, and officials. 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 these cases. Office and department hours accounted for 1,358 conversations and an 89% accuracy rate. The chatbot handles waste management, collection, sorting, and waste fees with 82% accuracy. It performs best with ID cards, including issuance, replacement, or loss of the document—there, 91% of inquiries were answered correctly.

Results

Over the monitored period, the use of the chatbot represents an estimated savings of 930 hours of routine work. At a rate of 300 CZK per hour, that amounts to 278,975 CZK over approximately 1.6 years of operation.

When calculated over a two-year period, the estimated savings amount to approximately 348,719 CZK. Operating costs for the same period amount to approximately 120,000 CZK, including VAT. The net economic benefit is thus 228,719 CZK, with an ROI of 191%—roughly 2.9 CZK in savings for every koruna invested.

And how does the customer rate us?

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

City of Rožnov pod Radhoštěm, Google review