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Case Study
Rimini Chatbot: a Digital Assistant for citizens
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Supporting citizen services offered by the Municipality of Rimini and the Riminiturismo portal.
Where: Italy
Where: Italy
Challenge
The Municipality of Rimini needed to increase its capabilities related to the digitalization of its services to citizens, simplifying complexity and improving accessibility.
Approach
We adopted an Open innovation model, integrating design thinking methodologies for AI design and testing. The process began with a comprehensive study and collaboration with experts, analyzing recurring themes. Conversational flows were then elaborated. We carried out content checks with domain experts from the Municipality of Rimini and Usability test cycles with end users. Remarkably, this phase marked a significant milestone as the AGID guidelines for testing the usability of a web service were applied for the first time in Italy on a conversational assistant. Citizens were actively involved in testing and verifying the usability of the chatbot.
Digital Ecosystem
Solution
Digital Ecosystem
We have provided a seamless integration of a Digital Assistant into both the institutional page of the Municipality of Rimini and the Riminiturismo page. The primary function is to provide users with prompt and accurate information to address their inquiries related to all public and tourist services managed by the municipal administration.
Utilizing conversational interfaces in natural language, the chatbot effectively interprets and comprehends users' expressed needs, consistently ensuring a reliable response.
The project leverages advanced AI technologies, namely Machine Learning and Deep Learning to train the AI, and applies Natural Language Processing (NLP) techniques to understand human language.
The ultimate goal is to continually enhance the AI's capabilities, to handle more user questions.
Results
24/7 assistance relieving the work of the operators
More efficient UX for the citizen
2,000 weekly messages managed automatically
Impacts
Project Teams
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Systems Integration Labs We ensure rapid and robust systems integration to align customer needs with IT solutions.
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Municipia It supports municipalities of all sizes in their digital transformation journey through solutions and projects - including public-private partnership formulas - that improves public services, placing the real needs of citizens at the center.
Technologies
AI & Data
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From Data to Artificial Intelligence: Services, Products, and Processes for Future-Proof Business.
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Research Project
QLMD: Quantum Computing for an efficient urban logistical ecosystem
Applying Quantum Computing to urban logistics to optimize routes, reduce costs and emissions, improve sustainability, and tackle complex problems with scalable solutions.
Case Study
Labour Information System of Emilia-Romagna (SILER)
Labour Information System to centralize data and service management, ensuring interoperability between the regional system, local authorities, other regions, Ministry of Labour through application cooperation services.
Case Study
Reengineering of the Health Record of the Regione Molise
The evolution will facilitate information sharing among healthcare facilities and ensure citizens access to an integrated and coordinated service.
-
Research Project
QLMD: Quantum Computing for an efficient urban logistical ecosystem
Applying Quantum Computing to urban logistics to optimize routes, reduce costs and emissions, improve sustainability, and tackle complex problems with scalable solutions.
-
Case Study
Labour Information System of Emilia-Romagna (SILER)
Labour Information System to centralize data and service management, ensuring interoperability between the regional system, local authorities, other regions, Ministry of Labour through application cooperation services.
-
Case Study
Reengineering of the Health Record of the Regione Molise
The evolution will facilitate information sharing among healthcare facilities and ensure citizens access to an integrated and coordinated service.
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