Digital assistant
Bianca, the digital assistant for public administration
It answers by phone, in chat, and on WhatsApp in natural language, knows the organisation's regulations, and knows when to hand over to a person. It turns bureaucracy into a simple conversation, for everyone, at any hour.
- Available 24/7, including public holidays
- Natural voice, no touch-tone menu
- WhatsApp summary at the end of the call
Your organisation's point of contact
Bianca, the digital assistant.
Good afternoon! I'm Bianca, your organisation's digital assistant. How can I help?
Phone channel
The warmth of a voice, the efficiency of AI
What is more natural than an ordinary phone call? We simply make it more efficient. No waiting, no endless menus, no keys to press. The citizen calls the usual number and speaks as they would to a person at the counter. Bianca can understand loosely worded requests, ask for clarification when it needs to, and handle the call on its own.
During a call with Bianca:
- At any moment, the caller can ask to speak to a human operator.
- At the end of the conversation, on request, Bianca sends a summary by WhatsApp or email, so no detail is lost.
Text channel
Everything in writing, on WhatsApp
WhatsApp is not only where the phone-call summary arrives: it is an active channel for talking to Bianca. Even when someone cannot take a voice call, they can still get help, and it is easier to keep track of appointments, deadlines, and links.
Your organisation's point of contact
Bianca, the digital assistant.
Good afternoon! I'm Bianca, your organisation's digital assistant. How can I help?
Web channel
Intelligent support, directly on your site
The same assistant can live on the web portal. Through a dedicated widget, Bianca interacts by text or voice and supports advanced actions, such as attaching documents or pinpointing the coordinates of a report on the map.
Admin channel
One place to keep everything in view
Alongside the channels citizens use, Bianca provides an administration dashboard for the organisation's staff. From a single access point they can review conversations, monitor volumes by channel and topic, and step in when a request needs a person to follow up.
A few of the things it offers:
- Review conversation transcripts while keeping users anonymous.
- Spot peaks in demand, recurring topics, and questions that still have no answer.
- Adjust the categories Bianca applies, according to your own preferences.
What it can do
Many kinds of request, one point of contact
Each installation is trained on data provided by the organisation itself and connected to what is already in place. At the end of that process, Bianca is precise and accurate.
Counter appointments
Reads real availability in the calendar, offers open slots, confirms, and sends a reminder the day before.
Case status
After identifying the applicant, it retrieves the progress and the next steps from the case system.
Local taxes and deadlines
Explains IMU, TARI, instalment plans, and how to pay, with amounts and deadlines from the resolutions in force.
Certificates and forms
Says which form is needed, what to attach, and where to send it, with a direct link to the current document.
Waste and environment
Collection calendar by street, bulky-item pickup, recycling-centre hours, and the right way to dispose of waste.
Local police and traffic
Limited-traffic permits, disabled badges, paying fines, and reporting temporary traffic orders.
Education and social services
Enrolment for school meals and transport, bonuses, grants, and the requirements for accessing services.
Building permits and the one-stop shop
Guides people through CILA, SCIA, and full building permits, and routes complex requests to the right office.
Service information
Hours, locations, office contacts, events, and public notices, kept in line with the portal.
Security and compliance
Public-sector requirements are the starting point
The hard part of a public assistant is not making it talk. It is making it talk in a compliant way. This is how we approach that.
GDPR and the data processor role
We act as processor under Article 28 GDPR, with a dedicated processing agreement and a record of processing activities available to the organisation.
European infrastructure
Processing and storage in data centres in the European Union, with logical separation of data between organisations.
Data minimisation
We collect only what is needed to handle the request, with agreed retention periods and automatic deletion.
Controlled integrations
Access to case systems through dedicated credentials and least privilege, with every API call logged.
Capabilities
Designed for public service
The capabilities that set an assistant fit for public administration apart.
Multilingual from the start
Answers in Italian, English, French, Spanish, Romanian, Arabic, and other languages, detecting the speaker's language automatically.
An immediate answer
No queue and no opening hours: a useful first answer arrives in about fifteen seconds on average, including at peak times.
Handover to an operator
When a request falls outside its scope, it transfers the call to the right office together with the transcript.
Transcript and summary
Every conversation produces an anonymised, structured transcript available in the organisation's case system.
Answers grounded in documents
Every answer is tied back to the internal source it came from: a regulation, a resolution, or a page on the portal.
Designed for accessibility
The voice channel needs no SPID, no app, and no digital skills: it remains the most inclusive interface for older and vulnerable people.
Automatic reminders
Notices about appointments, tax deadlines, and documents about to expire, on the channels the citizen chooses.
Reports for the administration
Volumes, most-requested topics, peak hours, and unanswered questions, in a monthly dashboard.
Frequently asked questions
Answers to the questions we hear about Bianca
These are the ones that come up most often. Contact us if you need anything else.
Yes, and we say so at the start of every conversation. It is a choice of transparency before it is an AI Act requirement: trust in a public service is built by saying who you are talking to.
No, and that is not our aim. Bianca handles repetitive information requests, which are most of the volume but the least skilled part of the work. When a request needs a judgement, the conversation passes to an operator with the context already collected, so the citizen does not have to start again.
The risk is never zero with a language model, but the architecture is built to reduce it: Bianca answers only from the organisation's document base, and every answer is tied back to its source. When confidence is low it says so and offers a handover to an operator, instead of guessing.
None to get started: the first version can run on the organisation's public documents alone. Integrations with the protocol system, the case system, and the counter calendar are for later capabilities, such as case status and booking, and are added afterwards.
In most cases, no. Bianca sits alongside the existing infrastructure: the phone number stays the same, and the web widget is added to the existing portal. Connections to the case system and calendar use APIs you already have, or a connector we build.
Data is anonymised as far as possible and kept only for as long as needed. Phone recordings and personal information are not retained. 4TownLab acts as processor under Article 28 GDPR. Data is hosted in European data centres, logically separated by organisation, and is not used to train third-party models.
Updating the document base is included in the fee. The organisation flags the change, or we pick it up from the portal if the source is published there, and it goes live after a joint check.
Yes. We prepare a demo configured on your organisation's public content, so you can judge the answers on real cases rather than a generic example.
Request a demo
Want to hear how Bianca would answer?
Get in touch and ask for a demo. We'll configure Bianca on your administration's public content so you can preview what it can do.
Free demo · No commitment · Technical documentation on request