The Servizz.gov Chatbot provides 24/7 online assistance for people seeking information about Maltese government services. Users can ask questions in Maltese or English, and the chatbot handles many inquiries without needing a live agent. It helps reduce wait times and improve access to public services across the country.
Name in original language
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Initiative overview
The Servizz.gov Chatbot is part of the Maltese government’s Servizz.gov portal, a unified hub that brings together many public services, forms, and government interactions. It was developed to make government services more accessible and efficient by providing immediate, AI-powered support for citizens.
Key features and functioning:
- The chatbot is available 24/7 and supports both Maltese and English.
- It helps with a broad range of public service queries, including those about services, forms, online applications, and general information.
- It is integrated with Servizz.gov’s interface together with options for live agent interaction when the chatbot cannot address a query
Usage and impact:
- Over the first eight months, the chatbot handled about 40,000 user interactions for specific types of information.
- It has helped reduce the load on customer care agents, especially for routine or frequently asked questions.
Name of responsible organisation (in English)
Servizz.gov
