AI-Powered Voicebot Implementation at Civil Registry Office

This document is a case study detailing the implementation of an AI-powered voicebot at a civil registry office in a major German city. The office faced significant challenges, including high call volumes that exceeded staff capacity, resulting in long wait times and disrupted in-person services. To address these issues, Damovo was commissioned to design and implement a voicebot using NiCE and Cognigy technologies. The voicebot now handles all incoming calls, automating responses to citizen inquiries and efficiently routing callback requests. The implementation led to an 80% reduction in call volume, allowing staff to focus on in-person services. The voicebot operates 24/7, providing immediate assistance and eliminating phone wait times. The case study outlines the project's objectives, implementation process, challenges faced, and the results achieved, including improved service quality and staff working conditions. The success of this pilot project has laid the groundwork for a broader digital citizen services strategy in the city.