Digital self-service for visitors to the municipality of Emmen

Initial situation

Emmen is a political municipality in the Hochdorf electoral district of the canton of Lucerne in Switzerland.

With the introduction of aiaibot, residents of the municipality of Emmen now have the opportunity to resolve their concerns independently and without waiting times via the digital self-service chatbot.

Idea & realization

Chatbot Emma, the digital puzzle piece of the municipality of Emmen, welcomes visitors to the website and helps them navigate and search for documents. The use cases include topics such as moving in/out/moving away, dog management, tax returns, building applications, zoning plans, vocational training, job vacancies and social welfare.

In the first four weeks since going live, the chatbot has recorded almost 500 interactions. The top topics that Emma is currently able to provide the most information on are "Population services and residents' services", "Building permits" and "Personnel and organization". User feedback on the chatbot is consistently positive.

The simple and intuitive operation of the aiaibot platform enabled us to develop stories independently right from the start. The responsible story owners were motivated right from the start and the implementation progressed quickly.

says the project manager at the municipality of Emmen.