A beastly task for the digital supporter

Initial situation

Bern Zoo is a department of the city administration of Bern. The zoo includes the zoo in the Dählhölzli forest and the bear park. With its diverse animal species, the park is divided into a free and a paid area, which is home to many other Nordic-European and exotic animal species. The website provides information about the zoo itself, interesting facts for visitors, information about the BärenPark and additional information on nature conservation and animal topics. Tierpark Bern's chatbot is the second pilot chatbot as part of the city of Bern's digital strategy.

Idea & realization

The chatbot helps with questions regarding opening hours, prices, vouchers, found animals and food animals, offers assistance with lost items and information on educational and adventure topics, such as guided tours and children's birthday parties, as well as on the gastronomic offers in the park. Many topics and answers lead directly to the zoo's website.

The chatbot has been live on the Tierpark Bern homepage since June 1, 2022 and has already recorded 16,000 sessions in the first three weeks. When asked, a remarkable 90% of users say they are satisfied or very satisfied with the chatbot interaction.

Further use cases are currently being developed and are due to go live soon.