How Bar-le-Duc and Saint-Cloud Are Improving the Citizen Experience Through an Omnichannel AI Agent

The challenge

Local governments are facing an increase in requests from citizens, who expect prompt responses and easier access to municipal services. At the same time, customer service teams must ensure consistent service quality.

Bar-le-Duc and Saint-Cloud wanted to make it easier for residents to access information, assist them with administrative procedures, and allow municipal staff to focus on situations requiring human support.

The stakes

Ensure a prompt response to frequently asked questions without having to wait for municipal services to open.
Guide citizens through their online procedures and facilitate access to useful information throughout their journey.
Automate the processing of recurring requests so that teams can focus on assisting with more complex situations.

To achieve this: the Omnichannel AI Agent

Bar-le-Duc and Saint-Cloud have deployed the DialOnce omnichannel AI agent to streamline the processing of citizen requests.

Accessible via the city hall’s website or by phone, it understands each resident’s needs, provides an immediate response when possible, or directs them to the appropriate department, all while maintaining the context of the interaction.

Based on a combination of NLU and generative AI, the solution draws on the respective content from city halls to deliver reliable responses, while incorporating mechanisms for oversight and continuous improvement.

The results

Resolution rate

80% of the requests
Reduction in Calls

20%
Citizen Satisfaction

90%

More Than Just Technology: A True Partnership

Rapid deployment and running in just a few days
Tailored support from DialOnce experts
French-developed, sovereign technology, hosted in France
Visible results within the first few weeks.

We found that 73% of residents are able to find answers on their own using the chatbot. This frees up time for our agents, who can now focus on higher-value inquiries.

Jacques Batardière

Chief of Staff, City of Bar-le-Duc and the Meuse Grand Sud Urban Community
Our top priority was really to improve the residents' experience by offering a more seamless, modern, and user-friendly digital experience.

Claire Louvet

City Councilmember in Charge of Digital City Initiatives, City of Saint-Cloud