Case Study: 5 Czech Regions (January–July 2025)

📺 Presentation from Mesic.ai Conference 2025

Presentation of this case study at the Mesic.ai conference in October 2025 in Prague Karlín, organized by the Czech AI Association (ČAUI / asociace.ai).

This comprehensive analysis presents a detailed comparison of AI chatbot performance implemented in five regions of the Czech Republic. The study analyzes data from January-July 2025 and provides key insights for optimizing digital public administration services.

Analyzed period: January - July 2025

Total number of analyzed AI responses: 35,095

Region Overview

The communication volume analysis reveals significant differences in AI chatbot usage across regions. It is important to consider the different launch times of individual systems.

Chart A: Total AI responses by region

Highest communication volume: Vysočina Region with 9,400 responses

Lowest communication volume: Litoměřice with 3,700 responses

Average responses per region (monthly)

• Hradec Králové Region: 1,698 responses/month
• Vysočina Region: 1,567 responses/month
• Teplice: 1,417 responses/month
• Ústí Region: 840 responses/month
• Litoměřice: 617 responses/month

Key insights on monthly usage

1. Hradec Králové Region (launched May 2025) achieved 5,095 responses in 3 months, representing an average of 1,698 responses per month - the highest monthly average of all regions.

1. This trend is primarily caused by increased traffic and influx of users due to service introduction and promotion through social networks and other media.

1. The monthly message count stabilizes and decreases after the first 2-3 months of operation.

Thematic analysis reveals the most common citizen inquiries and regional specifics in communication with public administration.

Chart B: Most frequently asked topics across all regions

Most frequently asked topics across all regions

1. Administration and official matters (24.3%) - Most common category including document processing, office hours, forms and procedures
2. Transport and timetables (17.7%) - Second most common category covering public transport, parking, closures and traffic restrictions
3. Official contacts (13.7%) - Searching for specific persons, departments and contact information
4. Grants and support (9.1%) - Information about grant programs, conditions and application procedures
5. Regional characteristics (8.0%) - Demographic data, geographic information and general information about the region
6. Culture and monuments (6.0%) - Cultural events, tourist attractions and monument care
7. Finance and fees (5.4%) - Local fees, taxes and financial matters
8. Other categories (15.9%) - Various queries falling into other categories

Regional specifics

Chart C: Top 3 topics by region

• Vysočina Region focuses primarily on the VDV transport system (Public Transport Vysočina)
• Ústí Region shows high demand for administrative services and grant programs
• Hradec Králové Region was frequently used for registry services and dental care
• Teplice as a city deals primarily with administrative matters such as documents, fees, taxes
• Litoměřice emphasizes office transparency and tourist services

The analysis of communication time patterns reveals peak hours and user behavior in different regions.

• 9:00-11:00 - Most active period across all regions (averaging 35-40% of daily queries)
• 11:00-13:00 - Second busiest period maintaining high activity (averaging 25-30% of daily queries)
• 13:00-15:00 - Third busiest period before afternoon decline (averaging 20-25% of daily queries)

Queries outside standard working hours (8:00-17:00)

• Vysočina Region: ~25% (highest off-hours activity)
• Teplice: ~20%
• Other regions: ~15-18%

This analysis shows the economic efficiency of AI chatbots in handling more complex queries that would take an official an average of 15 minutes.

Calculation methodology

• Average hourly rate of an official: 200 CZK/hour
• Time per query: 15 minutes = 0.25 hours
• Hours saved = Number of AI responses × 0.25 hrs
• Money saved = Hours saved × 200 CZK
• ROI % = (Money saved - Investment) ÷ Investment × 100

Results by region

Summary data

• Total investment: 905,000 CZK
• Total savings for analyzed period: 1,754,750 CZK
• Total hours saved: 8,774 hours
• Average monthly savings all regions: 307,316 CZK
• Average monthly hours saved: 1,537 hours
• Average ROI: 102.1%
• Total predicted annual savings: 3,683,200 CZK

Key findings

• Highest monthly efficiency has Hradec Králové Region (425 hours/month)
• Fastest payback has Teplice (1.8 months)
• All regions achieve positive ROI

User satisfaction analysis and chatbot abuse rates provide important information about response quality.

Chart E: User satisfaction and chatbot abuse rates by region

Satisfaction rating (scale 1-5)

• Hradec Králové Region: 4.74/5.0
• Ústí Region: 4.67/5.0
• Litoměřice: 4.57/5.0
• Vysočina Region: 4.47/5.0
• Teplice: 4.40/5.0

Average satisfaction: 4.57/5.0

Chatbot abuse rate

• Teplice: 2.08%
• Litoměřice: 3.55%
• Vysočina Region: 3.75%
• Hradec Králové Region: 5.01%
• Ústí Region: 6.32%

Average abuse rate: 4.14%

Analysis of user language preferences reveals regional specifics and needs for multilingual support.

Chart D: Language distribution across regions

• Czech is absolutely dominant in all regions (97.7%)
• English is the 2nd most common language (1.0%)
• German is significant in border areas (0.5%)
• Ukrainian is present in 4 out of 5 regions (0.4%)
• Slovak and Polish were most present in Hradec Králové Region (0.4%)

The comprehensive analysis of chatbot operation on government websites from five regions of the Czech Republic during a representative six-month period confirms a significant positive impact of AI assistant implementation on public administration efficiency and digital access to offices.

Main conclusions

The analysis covered 35,095 AI responses from 5 regions of the Czech Republic for the period January-July 2025.

Most active was Vysočina Region (9,400 responses) and Teplice (8,500 responses), while lowest volume was recorded in Litoměřice (3,700 responses).

Citizens most frequently asked about administrative matters (24.3%), transport (17.7%) and official contacts (13.7%).

Highest activity occurs in morning hours 9-11h, průměrně 15-25% dotazů přichází mimo standardní pracovní dobu.

User satisfaction is high (average 4.57/5) with low abuse rate (4.14%).

Economic benefits are significant - average ROI reaches 102.1% with very fast investment payback of 1.8-5.2 months.

Best results were achieved by Teplice with 240% ROI (payback in 1.8 months) and Vysočina Region with 123.8% ROI (payback in 2.7 months).

Annual predicted savings range from 370 thousand to 1.02 million CZK per region at an average official hourly rate of 200 CZK.

For public administration, this means significant savings in personnel capacity, 24/7 service availability and improved citizen service with very fast return on investment.