Case Study: Municipality of Oslo improves citizen and employee response times with Capgemini chatbot and RPA proof of concept

The Municipality of Oslo explores chatbots to respond to citizen requests

The Municipality of Oslo sought to better manage and standardize its response to a high volume of citizen and employee queries. To explore innovative solutions for this challenge, the municipality partnered with Capgemini to investigate the potential of chatbot and robotic process automation (RPA) technology.

Capgemini developed a serverless proof-of-concept chatbot integrated with RPA capabilities, including UiPath Orchestrator and IBM Watson. This solution enabled faster, more reliable responses to requests and standardized processes across all locations. The project identified significant opportunities for future innovation and delivered benefits including greater cost-effectiveness and a foundation for scalable, future-oriented services.

Municipality of Oslo