1. INTRODUCTION AND METHODOLOGY

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

Analyzed period: January - July 2025
Total number of AI responses analyzed: 35,095

2. COMPARISON OF COMMUNICATION VOLUME

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

Chart A: Total number of AI responses by region

• Highest communication volume: Vysočina Region with 9,400 responses
• Lowest communication volume: Litoměřice with 3,700 responses

Average number of responses per region:

• Hradec Králové Region: 1,698 responses/month

• Vysočina Region: 1,567 responses/month

• Teplice: 1,417 responses/month

• Ústí nad Labem Region: 840 responses/month

• Litoměřice: 617 responses/month

Monthly number of messages is higher during the first 2-3 months of operation:

1. Hradec Králové Region (starting May 2025) achieved 5,095 responses in 3 months, which represents an average of 1,698 responses monthly - the highest monthly average of all regions, which was influenced by the standard higher initial workload of the AI chatbot during its first months of operation, a trend generally observed across all chatbots.

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

3. The monthly number of messages stabilizes and decreases roughly after the first 2-3 months of operation. However, it may fluctuate occasionally due to random surges - see point 2.

3. THEMATIC ANALYSIS

The 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

1. Administration and official matters (24.3%) - The most frequent category including document processing, office hours, forms, and procedures
2. Transport and schedules (17.7%) - The second most frequent category covering public transport, parking, closures, and traffic restrictions
3. Contacting officials (13.7%) - Searching for specific individuals, departments, and contact details
4. Grants and support (9.1%) - Information on grant programs, conditions, and application procedures
5. Regional characteristics (8.0%) - Demographic data, geographical information, and general information about the region
6. Culture and monuments (6.0%) - Cultural events, tourist attractions, and heritage care
7. Finance and fees (5.4%) - Local fees, taxes, and financial matters
8. Other categories (15.9%) - Diverse inquiries falling under other categories

Regional specifics:
While the basic structure of topics is similar, each region exhibits specific focus aligning with local citizen needs and priorities.

Chart C: Representation of the most queried topics

• Vysočina Region focuses primarily on the VDV transport system (Public Transport of Vysočina), reflecting the importance of public transport and effective information and availability in the field of grant programs.

• Ústí nad Labem Region shows high demand for administrative services, grant programs, and also a significant demand for transportation information, indicating the industrial nature and suggests a lack of information from transportation companies.

• Hradec Králové Region was often busy with registry services and also showed a significant presence in the category of queries in dental care and emergency, unlike other regions, or information regarding agricultural permits.

• Teplice as a city deals primarily with administrative issues such as documents, fees, taxes, etc., as well as urban issues - transport, parking, and local governance.

• Litoměřice focuses on the transparency of the office, contact information, and tourist services, corresponding to its historical character.

4. ANALYSIS OF ACTIVITY PATTERNS

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

• 9:00-11:00 - The most active period across all regions (on average 35-40% of daily queries)

• 11:00-13:00 - The second busiest period with maintained high activity (on average 25-30% of daily queries)

• 13:00-15:00 - The third busiest period before the afternoon decline (on average 20-25% of daily queries)

QUERIES OUTSIDE STANDARD WORKING HOURS (8:00-17:00):

• Vysočina Region: ~25% (highest non-working hours activity)

• Teplice: ~20%

• Other regions: ~15-18%

5. ECONOMIC ANALYSIS (ROI)

This table shows the economic efficiency of AI chatbots in resolving more complex inquiries that would take an official on average 15 minutes (e.g., procedure explanations, document searches, more complicated advice).

• Average hourly rate of an official: 200 CZK/hour

• Time per inquiry: 15 minutes = 0.25 hours

• Saved hours = Number of AI responses × 0.25 hours

• Saved finances = Saved hours × 200 CZK

• ROI % = (Saved finances - Investment) ÷ Investment × 100

• Annual prediction = Monthly average of responses × 12 × 0.25 × 200 CZK

SUMMARY DATA:

• Total Investment: 905,000 CZK

• Total Savings for the Analyzed Period: 1,754,750 CZK

• Total Saved Hours: 8,774 hours

• Average Monthly Savings Across All Regions: 307,316 CZK

• Average Monthly Saved Hours: 1,537 hours

• Average ROI: 102.1%

• Total Predicted Annual Savings: 3,683,200 CZK

Insights:

• The highest monthly efficiency is found in Hradec Králové Region (425 hours/month)

• Teplice has the fastest payback (1.8 months)

• All regions achieve a positive ROI
  
  

6. SATISFACTION AND FEEDBACK

The analysis of user satisfaction and the level of chatbot misuse provides important information about the quality of responses that AI can provide and effectively automates the answering of frequently asked questions.

Chart D: User Feedback and Satisfaction

Satisfaction Rating (scale 1-5):
• Hradec Králové Region: 4.74/5.0
• Ústí nad Labem 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

Rate of Chatbot Misuse:
• Teplice: 2.08%
• Litoměřice: 3.55%
• Vysočina Region: 3.75%
• Hradec Králové Region: 5.01%
• Ústí nad Labem Region: 6.32%

Average Misuse Rate: 4.14%

7. LANGUAGE DISTRIBUTION

The analysis of user language preferences reveals regional specifics and the need for multilingual support.

• Czech is absolutely dominant in all regions

• English is the second most common language

• German is significant in border areas

• Ukrainian is present in 4 out of 5 regions

• Slovak and Polish were most present in the Hradec Králové Region
  
  

8. CONCLUSION

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

The analysis covered 35,095 AI responses from 5 regions of the Czech Republic during the period January-July 2025. Vysočina Region was the most active (9,400 responses) and Teplice (8,500 responses), while the smallest volume was recorded by Litoměřice (3,700 responses). Citizens most frequently inquired about administrative matters (24.3%), transport (17.7%), and contacting officials (13.7%). The highest activity takes place in the morning hours from 9-11 am, with 15-25% of queries coming outside standard working hours.

User satisfaction is high (average 4.57/5) with a low rate of misuse (4.14%) and economic benefits are significant - the average ROI reaches 102.1% with very fast payback of 1.8-5.2 months. The best results were achieved by Teplice with an ROI of 240% (payback within 1.8 months) and Vysočina Region with an ROI of 123.8% (payback within 2.7 months). Annual predicted savings range from 370 thousand to 1.02 million CZK per region at an average hourly official rate of 200 CZK. For public administration, this means significant savings in personnel capacity, 24/7 service availability, and improved citizen service with a very fast payback of investments.