Chartres City has taken an innovative leap by launching C’LIA, its AI-powered conversational agent, aimed at improving public interaction and streamlining service delivery. Effective February 7, 2024, this virtual assistant is now available to citizens 24/7, solidifying the city’s commitment to providing enhanced accessibility and responsiveness to its residents.
The introduction of C’LIA responds to the growing demand from citizens, businesses, and associations for more efficient communication with municipal services. Previously, the standard reception service operated from six staff members who handled around 400 calls daily, addressing diverse inquiries ranging from lost items to local public transport schedules.
Interestingly, C’LIA steps in during off-hours, primarily from 6 PM to 9 AM on weekdays and all day during weekends, to manage calls after regular business hours. This means residents can now get answers to their questions without having to wait for the staff to be available. According to Chartres City, "C’LIA vous répond jours et nuits," highlighting the 24/7 support it offers.
Initially, C’LIA was developed through collaboration with YeldaAI, a French startup specializing in voice technology. The AI utilizes advanced voice-to-voice technology, allowing it to engage users naturally and fluidly, with capabilities far beyond traditional virtual agents. "C’LIA s’adresse à ses interlocuteurs d’une façon humaine et naturelle," the city officials shared, emphasizing this human-like interaction.
The launch of C’LIA is not just about efficiency; it’s also part of Chartres' larger strategy to integrate artificial intelligence across various public service platforms. The city believes this approach will significantly simplify the bureaucratic processes and improve the quality of service. “Les usagers expriment un besoin croissant de réactivité, de simplicité et d’accessibilité dans leurs démarches administratives,” city representatives noted, clearly stating the public’s need for timely service.
Before the February launch, C’LIA underwent extensive testing beginning in October 2023. The testing involved experimenting with multiple versions of AI technologies to find the optimal fit for Chartres’ needs. This comprehensive evaluation, which included insights from users, paved the way for the current iteration of C’LIA, enhancing its reliability and efficiency.
With C’LIA, Chartres aims not only to relieve pressure on its staff by allowing them to focus on more complex inquiries but also to transform how citizens interact with their municipal government. By automizing responses to routine questions and directing users to the appropriate contacts, the city expects to improve service delivery significantly.
“Ce lancement vient compléter l’offre déjà bien fournie de services liés à l’IA,” said city officials, referring to the expansion of AI solutions available to residents. This project aligns with Chartres' mission to be at the forefront of incorporating modern technologies for effective governance.
The integration of artificial intelligence hasn’t only focused on C’LIA, as the city has been undergoing broader initiatives to incorporate AI throughout its services. For example, the communication department of Chartres now uses tools like ChatGPT for drafting public documents and automizing meeting summaries, which has also resulted in more meaningful interactions between staff and citizens. "Grâce à cet outil, la relation entre collectivité et citoyens est améliorée,” representatives stated, showcasing the benefits realized from utilizing AI solutions.
Looking forward, the city plans to pilot C’LIA as a chatbot on chartres.fr and Chartres Métropole’s websites, broadening its accessibility. Aiming for full im mainstreaming of AI services, the local government envisions becoming 100% AI-oriented, reinforcing its commitment to progressive public administration.
This ambitious approach to technological integration reflects the determination of local authorities to stay competitive and innovative. Jean-Pierre Gorges, the Mayor of Chartres, has highlighted the importance of innovation for smart cities claiming, “Que les collectivités locales se saisissent de l’IA,” encouraging other communities to adopt similar advancements.
Overall, as Chartres continues to augment its municipal services with AI capabilities, the expectations for enhanced citizen engagement and operational efficiency grow. The successful implementation of C’LIA outlines the potential future for other cities considering similar AI deployments. Whether through 24/7 availability or personalized service, Chartres is setting the stage for smart governance.