The City of Copenhagen, also known as the Municipality of Copenhagen, is the most populous municipality in Denmark with a population of 643,613 inhabitants. Recognising the need for continuous digitisation to meet the demands of a growing population, the organisation started their transformation journey. 

Background: Meeting a growing demand

Copenhagen is expanding by approximately 10,000 residents annually. As Denmark's largest municipality, it faces the challenge of managing 350,000 tickets and 105,000 support phone calls per year. Recognising the need to streamline solutions and enhance self-service offerings, the organisation aimed to improve efficiency and better serve its growing population. 

Solution: AI chatbot implementation

To address the increasing demand, The City of Copenhagen implemented an AI chatbot and a live chat solution from SupWiz, later acquired by Puzzel, to boost self-service rates and offer 24/7 availability to citizens. The organisation’s team explains: "Copenhagen is growing by approx. 10,000 citizens every year, so we need to work smarter to serve more citizens. Here, increased digitisation is crucial." 

The chatbot, integrated with Microsoft Teams, provides immediate responses at any hour, ensuring accurate answers to employee questions and transferring queries to live chat support when necessary. This integration offers channel flexibility and continuous availability, enhancing public service delivery and making processes more agile and innovative. 

Results: Delivering efficiency and improved service

The AI chatbot has become an integral part of daily operations, allowing agents to update responses as needed. It handles routine queries efficiently, freeing employees to focus on complex tasks, thus improving overall service to citizens. This efficient IT support not only eases the workload for employees but also enhances the quality of service provided to residents.

By providing 24/7 support and automating routine queries, the chatbot has significantly improved public service delivery, allowing the city to manage its growing population effectively. The solution has made processes more agile, innovative, and efficient, benefiting both employees and citizens. 

The way forward

Looking ahead, the City of Copenhagen plans to further explore and unleash the potential of conversational AI across the entire organisation. This strategic move aims to enhance service delivery, benefiting both citizens and employees and ensuring that the city remains at the forefront of digital innovation.