How one Italian city turned limited resources into better public service.

The municipality deployed an AI-powered voicebot solution (built on Google Cloud’s Natural Language AI and Text-to-Speech technology) to handle incoming citizen calls about air-quality alerts and vehicle restrictions. The bot now resolves around 96 % of incoming enquiries automatically. It runs 24/7, handles many calls outside office hours (~70% of calls) and provides tailored responses (“what zone you’re in, what vehicle you’re using”) and even sends follow-up texts linking to the portal. The shift is already freeing up approximately 20 hours per week of employee time—staff are no longer tied to the routine volume of calls and can redirect their effort toward higher-value tasks that make a difference in citizens’ lives.

By automating the repetitive, low-value interactions, the municipality has unlocked time, capacity and focus for its workforce — time that can now go into deeper citizen engagement, strategic environmental planning, public-health communication, and real-time responsiveness.