Summary: 2025 marks the rise of chatbots based on generative AI in public service. This guide sets out the challenges facing Geneva's local authorities (counter saturation, expectations of immediacy, multilingualism) and shows how a conversational assistant available 24 hours a day can improve citizen relations while complying with Swiss legal requirements. It explains the benefits for elected representatives, describes the key stages without going into the technical aspects, and details the support offered by Lumineth digital agency in Geneva.
Introduction
In Greater Geneva, the majority of residents first look for their local authority information online ; yet the telephone service is still overwhelmed by recurring questions (timetables, procedures, file status). Generative AI, accessible via platforms such as ChatGPT, can provide a reliable, multilingual first level of response, relieving the burden on administrative teams and improving citizen satisfaction. This dossier sets out to enlighten elected representatives on the issues, best practice and support needed to make a success of this digital shift.
What problems are municipal services facing today?
Feedback from the field, published by several communes in French-speaking Switzerland in 2024, highlights three major irritants:
- waiting lines or telephone waiting times exceeding ten minutes;
- multiplication of identical requests (FAQs not consulted or poorly referenced);
- multilingual constraints: the same response must exist in French, English, sometimes German or Italian.
These points detract from the perception of modernity and mobilise internal resources that could be redirected to tasks with higher added value (urban projects, social issues, culture).
How can a chatbot based on generative AI respond to these challenges?
A conversational assistant, trained on the local authority's official documents and linked to an AI platform platform (such as ChatGPT via a secure interface), is capable of:
- answer questions 24/7, with no waiting time;
- provide consistent answers in multiple languages within seconds;
- forward to relevant forms or pages, reducing redundant calls;
AI does not replace agents: it filters simple requests and redirects complex cases to the right departments.
What guarantees for compliance and data protection?
Local authorities must ensure that the chatbot :
- displays clearly that it is an automated agent (transparency);
- only uses public or duly authorised information;
- stores no personal information beyond the necessary duration;
- uses an encrypted connection to the AI platform and pseudonymised logs;
Lumineth web agency in Geneva supports local authorities on these points: legal audit, selection of privacy settings and validation by LIPAD / RGPD delegates.
What are the benefits for elected representatives and residents?
From a political and administrative point of view, there are multiple gains:
- Modernity: demonstrating a proactive and innovative administration.
- Time savings: fewer repetitive requests, more availability for strategic dossiers.
- Reliable indicators: anonymised statistics on citizen requests, useful for guiding communication and budget planning.
- Inclusivity: responses in different languages and at any time, including for people working shifts.
Key steps to deploying a municipal AI desk
Even without detailing the technique, it is useful to know the roadmap:
- Content inventory: locate FAQs, regulations, procedures.
- Defining the rules: subjects covered, languages, tone.
- Initial training of AI on these contents.
- Internal pilot: testing by a panel of agents and elected representatives.
- Public launch + communication (website, networks, QR code posters).
- Monthly monitoring: analysis of questions, adjustments, enrichment of the database.
What indicators should be monitored to validate success?
| Indicator | Recommended target | Impact |
|---|---|---|
| Resolution rate | 70% | Autonomy of chatbot |
| Average response time | < 2 s | User satisfaction |
| Reduction in calls | - 30% | Decongestion of counters |
How to manage governance and the ethical dimension
A steering committee comprising elected representatives, legal experts, communications managers and representatives of the general public guarantees a balanced framework. This committee validates sensitive responses, supervises updates and checks statistics to detect any drift or bias.
Feedback: pilot communes in French-speaking Switzerland
Several small towns in Vaud that tested a chatbot in 2024 are already observing: fewer physical queues at reception, better follow-up of requests and, above all, satisfaction ratings of over 85%. This feedback confirms that AI, when properly managed, delivers tangible benefits without replacing the human relationship - it complements it.
Role of Lumineth digital agency in Geneva
Lumineth supports the local authority at every stage: needs assessment, workshop facilitation, secure link with the AI platform, staff training and performance monitoring. Geographical proximity means that meetings can be held quickly, and that the specific legal and cultural and cultural specificities of the Geneva area.
Perspectives 2025-2027: towards voice assistants and augmented citizen participation
Next evolution: coupling generative AI with a voice interface, enabling the elderly or visually impaired in particular to obtain answers without a keyboard. The integration of instantaneous surveys could also strengthen participatory democracy by gathering residents' opinions on municipal projects.
Points to remember
- An AI chatbot offers a first level of response 24 hours a day and reduces counter workload.
- IPAD compliance and ethics are essential: transparency and data protection.
- Elected representatives gain visibility, reliable indicators and time freed up for strategy.
- Lumineth digital agency in Geneva provides local expertise for secure, citizen-centric deployment.
- Success is measured by user satisfaction and a reduction in repeat requests.
Conclusion
Chatbots based on generative AI represent the new frontier of local public service. By banking on this technology, the municipalities of Greater Geneva can modernise access to information, build trust and optimise their resources. With the support of Lumineth web agency in Geneva, the transition takes place within a reliable framework, compliant and adapted to the political and cultural realities of the territory.
Annex
Glossary: Generative AI, LLM, LIPAD, Swiss RGPD, KPI, dashboard.
Sources: FSO 2024, Swiss Digital Administration Report 2025,
"AI & Public Service" guidelines State of Geneva 2025.
Complementary Resources
- Official portal - Canton of Geneva
- SwissIA - Observatory of AI in Switzerland
- Lumineth digital agency in Geneva