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01 · Citizens

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Communication AI

Intelligent omnichannel service for citizens, visitors and businesses.

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The challenge

Citizens and visitors look for information at any time of day and through different channels, while municipal service desks have limited opening hours, become overloaded at peak times and struggle to serve people in several languages.

The solution

Omnichannel assistants for citizens, tourists and businesses on WhatsApp, web, phone, voice, avatars and smart kiosks. Information, recommendations, procedures and bookings in a single service desk.

Features

  • Service via WhatsApp, web and phone
  • Voice assistants and avatars
  • Interactive kiosks and screens
  • Information and recommendations
  • Procedures and bookings
  • Multilingual service

Use cases

How it applies in the city

01

24/7 citizen service

An assistant answers questions on WhatsApp, the web or by phone about procedures, opening hours, services and appointments, and hands over to a member of staff when the enquiry requires it.

02

Multilingual tourist information

Visitors look up recommendations, routes and events in their own language from their mobile phone or from interactive kiosks in public spaces.

03

Notices and public communications

The city council informs residents of supply interruptions, roadworks, traffic changes or alerts through the same channels citizens already use.

Architecture

From data to action

Data sources

  • Municipal and tourist information
  • Events and services calendar
  • Appointment and procedure systems
  • WhatsApp, web, voice and kiosks

Communication AI

Outputs

  • Answers and recommendations
  • Bookings and procedures initiated
  • Handover to municipal staff
  • Enquiry analytics

Benefits

What the municipality gains

  • Service available outside office hours
  • Less repetitive workload for service staff
  • One service across several languages and channels
  • Insight into what citizens actually ask

Integration with Equilia City Brain

Communication AI is the voice of the city: when City Brain detects an incident, a supply interruption or an alert, communication to citizens and visitors is triggered through the right channels with a consistent message.

Traffic accident

Cameras detect a possible incident, Mobility AI identifies the congestion, the control centre receives an alert and Communication AI informs people of alternative routes.

Water leak

Sensors detect abnormal consumption, Water AI identifies the likely section of the network, a maintenance order is generated and citizens are notified if there are supply interruptions.

Citizens

Other solutions in this area

Interested in Communication AI?

Combine it with other solutions and we will prepare a joint proposal for your municipality.

Request a proposal