Case Study: City of Helsinki improves citizen service delivery with IBM Consulting

The City of Helsinki and IBM Consulting co-create faster, more flexible customer experiences with a digital assistant network

The City of Helsinki, one of Finland’s largest employers, needed a way to manage growing volumes of citizen data and high customer-service demand across hundreds of public services. With overworked service teams and residents expecting faster, more flexible support, the city turned to IBM to find a scalable virtual assistant platform that could improve service delivery and connect across systems while meeting strict data-privacy requirements.

IBM Consulting worked with the City of Helsinki to implement a network of virtual assistants using IBM watsonx Assistant, IBM Cloud, IBM Watson Discovery, and IBM Watson Language Translator. The result was 10 chatbots, including a multi-chatbot for healthcare and social services, that can handle up to 300 customer contacts per day, answer most inquiries end to end, and support multiple languages—helping reduce staff workload and giving employees more time to focus on citizens.

City of Helsinki

Tomas Lehtinen

Head of Data