ItalyPublic sector2025 – ongoingCity of Rome
Julia AI assistant for municipal services
Rome added direct access to 30 municipal services through Julia chat
Problem
Residents navigated multiple steps to obtain certificates or submit reports.
Approach
Rome launched Julia in March 2025 and introduced transactional chat in October 2026. A routing agent directed requests to specialist agents using official sources. The system used Microsoft Azure and OpenAI models, with human escalation available.
Results
30services accessible directly in chat, according to Rome
30 secondstime to obtain a registry certificate, versus about 4 minutes previously, according to Rome
Takeaway
More complex applications still required guided access to the municipal portal.
Categories
- Size
- Large enterprise
- Industry
- Public sector
- Business function
- Customer service
- Innovation type
- Product and service innovationProcess innovation
- AI technology
- Generative AIAI agentsConversational and voice AI
- Adoption
- Partner co-development
- Evidence
- Company's own claim
Sources
Source summaries
[1]Roma Capitale29 Oct 2026
Rome announced transactional chat and a mobile app. It reported shorter certificate-processing times and described the agent architecture.
Full details are in the original sources.
Added 1 Nov 2026 · Updated 1 Nov 2026
