About My Isfahan
My Isfahan is Isfahan Municipality's digital services platform. Citizens use it to complete many municipal tasks online, including paying fees, obtaining permits, accessing parks and green-space services, managing urban infrastructure requests, and using public transportation services.
Mohammad Mehdi Shanehsaz, the organization's Software Support Specialist, is responsible for user support and communication on a platform that serves large numbers of citizens seeking services and help every day.
The challenge: responding quickly to a high volume of citizen requests
From the outset, My Isfahan aimed to reduce in-person visits and expand digital services. As the number of online services grew, however, so did the need for a fast, always-available way to communicate with citizens.
Before adopting Raychat, the support team used a ticketing system. Although it logged requests, it did not allow real-time conversations with citizens.
The ticketing system created one-way communication, and delays often meant we lost the chance for an effective conversation with citizens. We needed a tool that could connect with them in the moment.
Why Raychat?
After evaluating the available solutions, the My Isfahan team concluded that Raychat was the most complete fit for its needs.
- Complete coverage of the capabilities they needed
- Broad adoption among Iranian organizations
- High reliability
- AI alongside live chat
AI: support that never stops
Today, Raychat's AI chatbot answers a significant share of citizens' frequently asked questions.
The My Isfahan team develops the chatbot's knowledge by uploading training files and defining custom prompts and instructions, then updates it continuously.
As a result, only two support specialists can provide assistance to users around the clock.
We previously had more support staff directly involved in answering questions. Today, Raychat AI handles many routine questions, allowing our colleagues to focus on more specialized issues.
A more productive support team
AI has done more than reduce the agents' workload; it has also enabled the organization to use its people more effectively.
Employees who once spent much of their time answering repetitive questions now contribute in other areas of the organization and create greater value.
According to the My Isfahan team, the change has saved time and money while noticeably improving support-team productivity.
The Raychat experience
The My Isfahan team finds Raychat simple and intuitive to use.
Alongside that positive experience, they believe many valuable Raychat capabilities are still not fully known to users. A unified learning path inside the administration panel could help teams make fuller use of the product.
One example is Raychat's intelligent assistant, Copilot, which they plan to incorporate into their response process. A dedicated learning resource would make that adoption easier.
Where the My Isfahan team sees room for improvement
Alongside its positive experience, the My Isfahan team noted several technical challenges and areas where conversation management and the overall user experience could improve.
According to Mohammad Mehdi Shanehsaz, occasional instability can affect the specialists' workflow. At times, new conversations have required a page refresh to appear, or some conversation actions have failed to load. Although outside factors may contribute, these issues can delay access to actions an agent needs during a conversation.
Overall, the team is satisfied with Raychat's core capabilities, particularly its AI, and regards these as key areas it hopes to see improved in future releases.
The role and performance of AI
During a period of nationwide internet restrictions, reporting, statistical outputs, and the AI chatbot encountered challenges. The organization says response quality has since improved and the accuracy of AI answers is now satisfactory.
The My Isfahan team also suggested several product enhancements:
- Dedicated reports on AI performance
- Separate AI statistics from other management reports
- Direct editing of AI-generated answers
Results with Raychat
- 24/7 support for citizens
- Less manual work for support agents
- Higher support-team productivity
- More effective use of human resources
- Time and cost savings
- Faster answers to frequently asked questions
- A better experience for users of digital municipal services
If they had to choose again...
Mohammad Mehdi Shanehsaz says: “As an organization that communicates with large numbers of citizens every day, we always evaluate the best solutions. So far, we have not found another product like Raychat that can cover all our needs, and Raychat has fully matched our expectations.”
If an organization handles a high volume of user interactions and requests, I would definitely recommend Raychat—especially if it wants to improve support-team productivity and use AI.