Case Study: Poznań City Hall improves hotline efficiency with BOTWISE

Poznań City Hall - Customer Case Study

Poznań City Hall's Contact Office faced challenges managing its municipal call center, where agents needed to provide accurate and up-to-date information on a wide variety of administrative topics. The key difficulties included keeping pace with dynamically changing legal regulations and fees, reducing the number of call redirections to other offices, and supporting employees with disabilities with a user-friendly tool. To address this, they turned to the vendor BOTWISE for a solution.

BOTWISE implemented a solution that provides agents with a centralized knowledge base of approximately 600 documents searchable by natural language queries. The system automatically generates most answers, directs agents to correct information, and allows for easy training by staff. The results included resolving most cases at the first point of contact and increasing the number of queries handled due to better broker efficiency. The BOTWISE solution also automated knowledge base updates and now provides 24/7 external support for residents.

Poznań City Hall

Konrad Zawadzki

Director