Case Study

Rimini Chatbot: a Digital Assistant for citizens

ABSTRACT
Supporting citizen services offered by the Municipality of Rimini and the Riminiturismo portal.

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
Markets
Ecosystems

Impacts

Technologies

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