Chatbot Rowiki

Municipality of Rotterdam

This chatbot supports employees of the Municipality of Rotterdam in answering residents' questions. To do so, the chatbot uses information from the RoWiKi knowledge base.

Last change on 5th of December 2025, at 8:10 (CET) | Publication Standard 1.0

• Publication category: Other algorithms
• Impact assessment: Field not filled in.
• Status: In use

General information

Theme

Organisation and business operations

Begin date

01-2025

Contact information

[e-mail]

Link to source registration

https://algoritmeregister.rotterdam.nl/p/Onzealgoritmes/53761720552145045

Responsible use

Goal and impact

The aim of the chatbot is to save time, improve service to residents and provide more uniform answers. The chatbot does this by helping employees find relevant information faster. Employees can also use the chatbot to check whether they have forgotten to tell relevant information.

IMPACT: The expected impact of the chatbot is that employees of the Municipality of Rotterdam feel supported in their work. This is expected to make residents more satisfied with the service.

Considerations

This is a pilot to learn whether a chatbot for employees can help improve services. So that employees at the customer contact centre and neighbourhood hubs can find information faster. It is important that employees keep checking answers at all times. The evaluation should consider whether this is sufficiently the case and whether the chatbot makes a good contribution.

Human intervention

An employee asks the Chatbot a question. The chatbot searches the Rowiki database for the answer. The employee reviews and completes this answer. The employee answers the resident's question.

Risk management

Field not filled in.

Operations

Data

Rowiki internal knowledge base articles.

Technical design

This chatbot is for Rotterdam municipality employees working at the district hubs and the customer contact centre. To answer questions from Rotterdammers, employees have the RoWiki knowledge base to look up information. The chatbot is connected to this knowledge base and helps to search for information on RoWiki. This is done in the following way:

A question is posed to the Chatbot. The question is converted into search terms to find the right information from RoWiKi. The information found is summarised as an answer for the user.

The aim is to make existing knowledge more easily and quickly available. The chatbot only processes and searches information put on the Rowiki knowledge base by the municipality. In doing so, the accuracy of the information from Rowiki is maintained. The answer is shown to the employee with citation to source and thus refers to the original articles from the knowledge base for substantiation of the answer.

External provider

Huxam