An Intelligent Solution for Serving Municipal Residents
The Municipality of Sotkamo is investing in digital solutions to improve service accessibility and enhance operational efficiency. As part of a broader digitalisation plan, the municipality has introduced the Smilee AI Chatbot, which serves residents as a virtual assistant on the municipal website.
Heidi Hanhela, Communications Specialist for the Municipality of Sotkamo, has been closely involved in the implementation of the AI Chatbot. Hanhela says that the collaboration with Smilee has gone smoothly. “We have developed good practices with Smilee,” she notes. She adds that the AI Chatbot has been in use in Sotkamo since October, and the experiences so far have been positive.
Sotkamo is one of the first municipalities in Finland to boldly leverage artificial intelligence in its customer service. Hanhela sees this as a step toward even more accessible services for residents. “Residents receive better service when information channels like this are developed so that customers can access assistance at a time that suits them,” she says. She emphasizes that with the AI Chatbot, information is available around the clock, regardless of whether a customer service representative is on hand to answer questions.
When asked how the use of artificial intelligence is reflected in the municipality’s strategy, Hanhela explains that it is part of Sotkamo’s digital roadmap: “We have a digital roadmap, which is a plan approved by the municipal council, outlining various development projects related to digitalisation,” she clarifies. In Sotkamo, AI is being utilised, for example, on the municipal website, which features an AI-based translation service. Hanhela adds that the goal is to create a functional system in which responsible and secure use of AI supports communication and services in a versatile way.
“Residents receive better service when information channels like this are developed so that customers can access assistance at a time that suits them.”
Heidi Hanhela, Communications Specialist, Municipality of Sotkamo
Efficient Use of Resources and More Accessible Customer Service
One of the main reasons for implementing the AI Chatbot is to optimise resources. When staff have not been available for live chat customer service, AI has been able to assist with inquiries. “As resources in municipalities become scarcer, we no longer have as much customer service staff available for live chat,” Hanhela explains. With the AI Chatbot, it has been possible to free up customer service staff to focus on other tasks and to assist, for example, the segment of the population that prefers personal service.
Hanhela has been pleased with the AI Chatbot’s initial impact and its ongoing development. She specifically praises Smilee’s customer-oriented approach, quick response to development suggestions, and proactivity in advancing the project. Customers, in turn, are involved in improving the AI Chatbot by providing feedback on the usefulness of its responses.
Although the AI Chatbot is still relatively new, Hanhela sees its potential: “The possibilities of AI-assisted services are developing at an incredible pace, and I am curious to see what the future holds for us,” she reflects. Hanhela feels that Sotkamo has learned a lot about AI during the chatbot project. “We have approached technical questions in a slightly different way throughout this process,” she explains. She also mentions that the municipality’s Data Protection Officer, Antti Malvisto, has been involved in the project, bringing strong technical expertise. She considers it valuable that key personnel from the organisation are included during the development phase to achieve the best possible outcome.
Sotkamo & Smilee
According to Hanhela, the collaboration with Smilee has gone very smoothly. She particularly values the expertise of Smilee’s specialists and their ability to find solutions to challenges. Based on the experience so far, Hanhela recommends both the AI Chatbot and Smilee: “I would dare to recommend the AI Chatbot,” she says, emphasizing Smilee’s development-oriented approach and proactivity.
The example of the Municipality of Sotkamo demonstrates how artificial intelligence can be utilised in the municipal sector to enhance customer service and free up resources for other important tasks. Smilee’s AI Chatbot has proven to be a tool that helps the municipality serve its residents more efficiently.
Image: Municipality of Sotkamo
