The digitalisation of municipal services is no longer an option, but a necessity in order to meet citizens’ growing expectations in terms of efficiency and responsiveness. Callbots are proving to be powerful tools for improving the quality of public service management .
1. Welcoming and guiding citizens
One of the first benefits of callbots is their ability to take on certain time-consuming tasks for municipal staff. These telephone agents can play a crucial role in guiding citizens to the appropriate services according to their needs. Dydu bots are capable of:
👉 Answer incoming calls: in order to identify the nature of the request (administrative procedures, housing application, local events etc.).
👉 Direct the caller to the relevant department.
👉 Provide a first level of information if necessary.
This process not only reduces the workload for reception staff, but also improves the experience for citizens by providing them with a quick and accurate response.
2. Managing administrative appointments
Administrative appointments can sometimes be complex to manage, whether they concerncivil status, permits or housing applications.
Callbots can :
👉 Manage appointment booking: by asking citizens the right questions to identify their specific needs.
👉 Interact with citizens to offer them an appointment slot.
👉 Send automatic reminders for appointments or reminders for missing documents on a file.
👉 Manage cancellations or modifications.
This system considerably reduces the workload of agents, while offering citizens a 24/7 service.
3. Answers to frequently asked questions
Town halls receive a large number of repetitive questions, and it is possible to programme your callbot so that they can respond instantly on :
- opening times
- administrative procedures
- town planning and housing
- transport and mobility
- social assistance and personal services
- local events
In other words, you can personalise it as you like!
This frees up time for municipal staff to concentrate on more complex tasks. At Dydu, our voice assistants are able to handle over 80% of citizens’ frequently asked questions, reducing the number of calls and emails that council departments have to deal with manually. Our town hall bots (callbot or chatbot) are built with a pre-written knowledge base that can be used as a support and that you can customise and adapt to your needs. Here’s a concrete example with a customer testimonial from Pleaux town hall!
4. Reporting and monitoring incidents
Citizens regularly report incidents such as noise pollution, damage to public thoroughfares or malfunctions in urban facilities.
Voice agents can simplify this process by enabling citizens to:
👉 Report these problems directly via an automated call or chat.
👉 Provide automatic updates on the progress of their report.
👉 Notify citizens when their report has been taken into account, is being processed, or has been resolved.
In this way, you improve the transparency of your services to ensure citizen satisfaction.
5. Satisfaction surveys and citizen participation
Telephone assistants don’t just respond to requests, they can also play a part in:
👉 Assist citizens with their procedures step by step.
👉 Invite citizens to take part in a short satisfaction survey or give their opinion on a local project.
👉 Gather opinions and feedback.
👉 Notify them of new services available.
👉 Issue alerts in the event of major events such as roadworks, water orelectricity cuts, or weather warnings…
Not only does this allow you tooffer a quality of service, it also allows you to measure the quality of the services provided. At the same time, you are encouraging active citizen participation. Dydu bots are effective in carrying out these types of actions and give town halls the opportunity to collect valuable data to improve their services.
Integrating a callbot into your municipal service is an opportunity to modernise it, making it more efficient while reducing your costs by 30%. To find out more about Dydu bots, request your callbot demo!
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