What?

In the city, we have two chatbots, one that addresses our residents called Sally and one that can answer simpler types of HR questions called Sam.

Sally - the chatbot helsingborgarna meets, is available at helsingborg.se where she, among other things, helps users with information and answers to questions about adult education and the city's schools or to order drawings from the building permit archive. At foretagare.helsingborg.se she helps with permit issues and information about food operations. And if the question is new to her and she can not answer it, she can quickly and easily transfer it to one of her human colleagues at the contact center.

Sam, which is on our intranet, complements human support with automated support and make working life a little easier for managers and employees.

Why?

We believe that information in the future will be communicated to the user in other ways than today. We believe, for example, that it will become more common to talk to their gadgets, that we will get used to a dialogue-based interface, and that this type of interface will replace some of the importance of websites today. To prepare for that, we want to test and learn about the technology around chatbots. We also believe that a dialogue-based interface can create a more personal experience of the municipality, and an experience that is perhaps easier to understand and build a relationship with.

When it comes to Sam, it daily helps the employees in each administration's HR department hundreds of managers and employees with their questions, thoughts, problems, and wishes to solve the workday in the city of Helsingborg. Everything from everyday and recurring questions such as "when will the salary be paid next time?", "How many vacation days can I save per year?" or "I can not log in to the HR system portal" for more complex and time-consuming matters in labor law, rehabilitation, recruitment, leadership, discrimination and more.

Managers 'and employees' need to be able to quickly get an answer to their question in order to be able to move on in their working day is great and is getting bigger and bigger as the demands on the city's operations grow. Although the answers do not always have to be particularly advanced, it can sometimes be difficult for HR to suffice in human support.

How?

In 2018, we started a pilot project with the goal of learning more about the technology behind chatbots. The project would develop a chatbot that would replace Kontaktcenter's manned chat on selected parts of helsingborg.se. The fine would initially be to deal with issues in the field of adult education. Since the launch in 2018, Sally has continued to develop and today it is the contact center and the city's operations, with the support of Hbg Works, that work to develop and broaden Sally's knowledge.

Sam took his first steps in the autumn of 2019 in a pilot test that was carried out together with HR at the social administration. In 2020, Sam was implemented with the intranet for the entire city and has been continuously developed and updated as it has been used. In April 2021, Sam went offline for six days for the first time since the start in 2019 when a change of supplier was made and the entire Sam was to be transferred from one platform to another. In other words, Sam has been online around the clock for 884 of 890 days since launch.

By supplementing the city's human HR support with an automated chatbot that can answer a plethora of various simpler and more common HR questions, time is freed up for HR to be able to focus on the more complex and time-consuming matters while freeing up time for the manager and employee. in being able to quickly get an answer to their question without having to wait in a telephone queue or for an email to be answered.

It is help here and now, immediately when the need arises through an automated form of help for self-help.

The chatbot, Sam as it is called, can answer basically everything that is written on the HR page on the intranet (and a little more in addition).

 

Impact target

70% of those who have received help from Sally should be satisfied with the answer they have received.

Results

customer satisfaction on the chat / bot channel; 2020 - 90%, 2021 90%, 2022 Q1 84%

Impact target

Sam will free up time for human HR support

Results

Sam is online 24/7, every day of the week. Every month, Sam answers between 200 - 300 questions with a "correct answer frequency" of about 85 %

Resident involvement

Sam: As the chatbot is intended for internal use, residents have not been involved in the development. HR, managers and employees have been involved in the development through workshops and interviews. In the everyday development of Sam, it is improved by all the questions that Sam answers, or rather can not answer. Everything it cannot answer is worked through in order to finally be able to give an answer the next time the same question arises again.

  • Driven by

    The city management administration

  • Category

    Democracy

  • Technologies

    AI

  • Sector

    Digitization

  • Partners

    Hbg Works

Contact

Name: Alexander Regander
E-mail: Alexander.Regander@helsingborg.se

Name: Alexander Perntz
E-mail: Alexander.perntz@helsingborg.se