Case Study: City of Wrocław improves resident and tourist communication with KODA chatbots

City of Wrocław cuts response time with KODA chatbot, handling 80% of inquiries automatically

The City of Wrocław, along with its airport, zoo, and tourist board, faced challenges in managing a massive surge in public inquiries, particularly following the COVID-19 pandemic. The city needed a rapid and efficient way to communicate reliable information to residents and streamline services for tourists and passengers. To address this, they partnered with vendor KODA to implement automated chatbot solutions.

KODA developed and implemented a series of chatbots for the city's ecosystem. A key achievement was designing and launching a chatbot for the City of Wrocław in just 24 hours to handle pandemic-related questions. The results were significant, with the chatbots handling hundreds of thousands of messages and independently resolving over 70% of user inquiries. This automation greatly improved efficiency, reduced staff workload by up to 90%, and provided citizens with immediate, 24/7 access to information.

City of Wrocław