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Challenge / Goal

A research done by Boost AI showed that most citizens cannot navigate their municipality page. 60% citizens almost give up and do not find the relevant information. The goal was to make it easier for residents to get quick answers, and to enable municipalities to have open dialogue with the citizens. The municipality of Sandefjord was the first to identify the potential of digitization to solve such challenges.


To the support the municipality of Sandefjord, the virtual assistant service of Kari was developed. It is a services which is provided on the website of the municipality. A citizen visiting the page can click on the virutal assitance - Kari, who can answer more than 2100 of the most common questions asked. It uses API, artificial intelligence and natural language processing to help citzens find the most relevant information. The focus is on getting quality information and really quick. The citizens can openly access this information and can also communicate anonymously. 

The solution helps citizens reach the information they are interested in quickly without having to wait in queues to get in touch with teh municipal employees and also saves time of municipal employees in answering mundane questions.

Citizen participation

Municipalities were involved in teh development. There is a constant feedback received from the citizens.



help citizen find the right information on a community website

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Time period

Planning time: Less than 6 months

Implementation time: Less than 6 months

    Main benefits

  • Improving personnel efficiency

  • Improved data accessibility

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