Inter-municipal Chatbot MUNI - Aarhus

This information was sourced from the European Commission, Joint Research Centre (2026): PSTW: Public Sector Tech Watch latest dataset of selected cases. [Dataset] doi: 10.2905/JRC.J1MWC9R PID: http://data.europa.eu/89h/e8e7bddd-8510-4936-9fa6-7e1b399cbd92. Licensed under Creative Commons Attribution 4.0 (CC BY 4.0).

MUNI is an innovative chatbot project that brings together 36 municipalities (and potentially up to 78 municipalities) in Denmark to explore how AI and chatbot technology can enhance the interface between citizens and government services. In 2022, the "MUNI project" was awarded the Danish Innovation Award.

The chatbot project aims to supplement and potentially replace traditional self-service solutions with AI-powered alternatives that allow for more efficient and user-friendly interactions between citizens and the government. MUNI has been able to integrate with various municipal call centers and self-service systems such as Puzzel and Selvbetjening.nu, among others. Since the launch in 2020, 10,000 citizens rated their experience with the chatbot, and on average they rated the service 2.43 out of 3.

For the citizens who did not get the help they needed, there is an alternative. It is essential that the citizens always receive the help they need, so if the chatbot is not able to give a sufficient answer, the citizens can choose to talk to an agent from the call center in the Digital Hotline. It works seamlessly - If the chatbot cannot provide a helpful answer, and the citizen keeps asking the same question, the chatbot will simply offer to make a callback, and the citizen will be contacted by an agent from the call center. Since the launch of the chatbot 950 citizens have asked for a callback.

Budget: Not disclosed