The European Digital Innovation Hub (EDIH) has developed and launched an AI-based chatbot for the Municipality of Gorna Oryahovitsa. This solution was implemented as part of the “Test Before Invest” service, through which the EDIH assists public organizations and enterprises in testing and deploying innovative digital technologies in a real-world environment.
The new intelligent assistant is active on the official website of the Municipality of Gorna Oryahovitsa (https://www.g-oryahovica.bg/) and aims to help citizens access information regarding administrative services provided by the municipality, as well as other relevant topics concerning the Municipality of Gorna Oryahovitsa.
The chatbot is built using the latest generation of Google technologies—based on Gemini—and incorporates advanced artificial intelligence approaches. The solution leverages cutting-edge technological concepts, including a hybrid model (combining generative and deterministic components) that merges generative AI capabilities with predefined logic and rules; grounding via data/knowledge repositories to ensure responses are based on reliable information sources; and an omnichannel architecture with backend integrations, which facilitates more effective connectivity with digital resources.
This technological solution allows users to ask questions in natural language, eliminating the need for them to manually navigate through various sections and menus. In this way, access to information becomes faster, easier, and more convenient, while interaction with the administration is significantly improved.
At this stage, the chatbot is operating in a test mode. As it is used, the system will undergo phased upgrades and improvements; over time, its knowledge base will expand, and the accuracy of the responses provided will increase. The testing period is a crucial part of the solution’s development, as it allows for the optimization of the assistant’s behavior and its adaptation to the actual needs of citizens.
Through the development of this AI chatbot for the Municipality of Gorna Oryahovitsa, ECIH continues its mission to support the implementation of smart digital solutions in the public sector and to promote more accessible, efficient, and modern administrative services for the benefit of society.
This news item has been created with the financial support of the Research, Innovation and Digitalization for Smart Transformation Program 2021-2027, co-financed by the European Union through the European Regional Development Fund under project BG16RFPR002-1.002-0001 -C01 “Accelerated digitalization for SMEs in the Central Region through the creation and development of EDIH.” The Regional Innovation Center “Ambitious Gabrovo” bears full responsibility for the content of the document and under no circumstances can it be assumed that this document reflects the official position of the European Union and the managing authority.
