Public Sector Customer Service

Improving service requests with the help of a Chatbot

The ICT service desk of a municipality receives over 5.000 service tickets each month. Requests are mostly done via phone or email, which is inefficient and time-consuming. We implemented a chatbot that makes use of Conversational Automation. Leading to improved communication between the ICT service desk and the employees.

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Use case

The ICT service desk of a municipality receives over 5.000 service tickets each month. Employees that have a service request, send their tickets mostly by telephone or email. Subsequently, most of these tickets are processed manually by the service desk employee. Most of these incoming requests are suitable for the self-service portal. However, most employees of the municipality do not know where to find the self-service forms or how to use them. As a result of this, employees do not use the potential of the self-service portal.

Since the employees do not know how to find the correct form to fill in, search for service requests ends unsuccessfully. In order for the search to be successful, the employees send their requests by other forms of technology, that are inefficient and time-consuming. Because of this time consuming process, the majority of the service requests cannot be validated instantly. Therefore many tickets have a long resolution time.

The requests send to the service desk are repetitive, rule-based and can be resolved by predefined answers. Therefore this case is perfect for improving service requests with the help of Conversational Automation (CA) by creating a Virtual Assistant.


Months to ROI


Hours saved annually


Of effort automated


Error reduction

Our solution

For this case, a chatbot was built that makes use of conversational automation, RPA and machine learning. The solution was designed to optimize the communication between employees and the service desk. The virtual assistant not only helps by answering knowledge-based questions, but also redirects users to the self-service portal. Additionally, in some cases the virtual assistant instantly processes self-service requests within back-end systems. The solution is designed to perform the following steps:

  • receive chat message as input from employees
  • recognize the content of the message
  • respond to employee with requested information
  • asks feedback for evaluation of performance

Since the virtual assistant is self-learning, it increases its performance and accuracy through the use of the employees. By handling all service requests, the assistant saves over 800 hours annually and freeing up time of the service desk to focus on more rewarding tasks. Additional to the time-saving, the chatbot increases the user satisfaction since it reduces the resolution time ensuring service requests can be processed instantly.

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