Reference
«Mona» Online assistant for public administration
The chatbot "Mona" proves how conversational automation can increase the service quality in administration and relieve service staff - an innovative step in the digitalization of official channels and administration.
Mona: Threefold in use
"Mona" is active for three administrative areas at once: "Mona The digital Business Service", "Mona eZustellung" and "Mona oesterreich.gv.at".
- "Mona The digital Business Service" provides entrepreneurs with important information on setting up a business electronically, e-billing, or even general information on how to use the digital Business Service.
- "Mona eZustellung" is the support for electronic delivery for companies and citizens and provides assistance with questions about this.
- "Mona oesterreich.gv.at" is a staff member at Austria's digital office: Whether questions about the passport or ID Austria - Mona knows her stuff and also helps with the use of oesterreich.gv.at as well as the app "Digital Office".
Features
- Service of the Future
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Personal and telephone contacts are reduced: By automating simple, frequently asked questions, service desk employees are relieved and service quality is increased at the same time.
- Human Handover
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If "Mona" does not know the answer or if users wish to contact a service desk employee, the transfer from Chatbot to a real person can be requested. Thanks to the Avaya Contact Center connection, the transition works smoothly.
- Digitization
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"Mona" additionally supports rollouts of technical innovations, such as ID Austria, and accompanies entrepreneurs with "Mona Unternehmensserviceportal" during electronic start-ups.
- Growing content
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With regular editing and ongoing maintenance of the content, it is always highly topical and grows with you.