Smart City Duisburg: AI citizen services
To streamline citizen interactions and support municipal employees, SCDIC deployed AI agents for improved self-service across web, phone, and social media channels, including transactional services like utility meter reporting, HR inquiries, and IT support. 6 agents Deployed within the first year Voice UI For power metering services 1000+ Subject areas covered Discover Duisburg's journey! "Utilizing NiCE Cognigy with chat- and voice agents guarantees inquiries are streamlined and handled with the utmost quality.
- Agent or tool
- Cognigy
- Topic
- Customer Support
- Reported on
- Case study (Cognigy)
- Added
- 2026-11-11
Why it matters
Support is repetitive and time-sensitive. Agents can draft answers, look things up and handle simple requests, so people can focus on the tricky ones. It is one of 554 sightings filed under Customer Support on Agent Sightings (number 510 by interest), and one of 28 involving Cognigy.
How you could try it
Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into Cognigy or any similar agent and adjust the details to your situation.
I want an agent to handle routine customer questions end to end, and pass anything unclear to a person. The tool in the source case was Cognigy.
Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.
Source
Read the original first-hand account on Case study (Cognigy): https://cognigy.com/en/case-study/smart-city-duisburg. Our summary is a paraphrase; details are in the source.
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