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Case Study: Citizen Communication Processes Accelerated by 70% in Municipalities with MonoChat

AI-Powered Complaint Management, Automated Department Assignment, and Task Performance Tracking​

Goals​

Citizen communication in municipalities was typically intense, unstructured, and highly manual. The municipality aimed to:

  • Categorize citizen requests quickly and accurately
  • Automatically classify topics such as rule violations, infrastructure issues, and municipal service complaints
  • Automatically generate tasks for departments using AI
  • Enable department managers to monitor performance in real time
  • Create a fast, accessible WhatsApp communication line that reduces call center load
  • Control the daily high-volume circulation of incoming requests
  • Increase citizen satisfaction and improve process transparency

Solution​

1. AI-Powered Citizen Complaint Analysis (Natural Language Understanding)​

When citizens send free-text messages via WhatsApp, MonoChat AI:

  • Automatically analyzes the content of the complaint
  • Categorizes it (waste – noise – traffic – inspection – infrastructure – parks – social assistance, etc.)
  • Determines priority (urgent / normal)
  • Triggers auto evidence collection for topics like rule violations
  • Creates a task for the relevant department

Complaints are processed within minutes without manual effort.

2. AI → Automated Task Assignment to Departments​

After analyzing the complaint, AI:

Detects the correct department (Cleaning – Inspection – Traffic – Parks – Social Services – Public Works, etc.)
Automatically creates the task including:

  • Complaint description
  • Citizen location (with map link)
  • Images (if provided)
  • Priority level
  • SLA timeframe

Departments begin working without waiting for manual task entry.

3. Performance Dashboard for Municipality Managers​

With the MonoChat Reporting Module, managers can track:

  • Task resolution times per department
  • Daily/weekly/monthly complaint volume
  • AI’s classification accuracy rate
  • SLA compliance
  • Delayed tasks
  • Most reported neighborhoods and categories
  • Citizen satisfaction metrics

All from a single screen — providing municipalities with a true “city operations engine.”

4. Transparent Process for Citizens via WhatsApp​

After sending a complaint, the citizen automatically receives:

  • Complaint registration confirmation
  • Assigned department information
  • Estimated resolution time
  • Updates on resolution stages
  • Final resolution message

This creates a fully transparent and trust-building communication flow.

5. After-Hours AI Call Center​

Since peak volume often occurs outside business hours, the AI:

  • Collects complaints
  • Classifies them
  • Creates tasks
  • Produces a ready morning work plan for departments

Thus, no complaint is missed during nights or weekends.

6. Automation Reduced Call Center Workload by 60%​

Automations eliminated manual workload for:

  • Information messages
  • Frequently asked questions
  • Status updates
  • Service inquiries
  • Appointment requests
  • Emergency routing

The call center focuses only on critical cases.

Results​

  • Task Resolution Speed: +70%
  • Call Center Workload: –60%
  • AI Categorization Accuracy: 88%
  • Missed After-Hours Requests: 0%
  • Citizen Satisfaction Increase: +32%
  • Neighborhood-Level Complaint Heatmaps Generated

Conclusion & Key Learnings​

MonoChat completely modernized the municipality’s citizen communication system:

  • AI automatically categorized every complaint
  • Departments received tasks within seconds
  • Performance measurement became truly data-driven
  • Citizen satisfaction increased significantly
  • Operational workload decreased dramatically
  • After-hours requests were captured 100%

Conclusion: The municipality now delivers a faster, more transparent, and intelligent city management experience.