Case Study: City of Reykjavík cuts support workload by 46% with Cludo AI Chat and AI Summaries

City of Reykjavík cuts support workload by 46% with Cludo

The City of Reykjavik faced a challenge where citizens frequently contacted its support team for simple information, creating repetitive workloads and slowing access to essential public services. To address this, the city partnered with Cludo to implement its AI Search, AI Chat, and AI Summaries services.

Cludo's solution automated responses to common citizen queries, delivering instant and accurate answers directly on the website. This resulted in a 46% reduction in human-handled chats, with the AI handling over 5,000 conversations. The click-through rate on search results also dropped from 60% to 47%, indicating citizens found answers faster with fewer clicks, significantly improving satisfaction.

City of Reykjavik