An AI chatbot bringing public healthcare closer to citizens

The EOC website, dense with medical and institutional content, was difficult for the average user to navigate. Finding practical information on admissions, medical records, or facilities required both time and familiarity with the site.

To simplify access to information without altering existing content, Ander Group developed an AI chatbot capable of interpreting natural language and providing precise answers based solely on official website sources. The knowledge base updates automatically through content scraping, ensuring consistency and continuous accuracy. Each response includes a direct link to the original page and can be rated through a “useful / not useful” feedback system.

All conversations are collected in the backend, in full compliance with privacy regulations, distinguishing between interactions from external users and EOC operators. This allows the organization to monitor queries in detail and continuously optimize the information experience. All data is stored on secure servers in Switzerland, ensuring both data protection and sovereignty.

The new AI chatbot has transformed the EOC website into a more accessible, efficient, and user-centered tool. Its interface integrates seamlessly with the institution’s digital identity, ensuring a consistent experience across touchpoints. This project demonstrates how artificial intelligence, when applied methodically, can enhance citizen engagement and strengthen trust in public services.