WienBot – a chatbot for the city of Vienna

SDG 11: Sustainable Cities and Communities
  • Original Title: Der WienBot - ein Chatbot für die Stadt Wien
  • Year: 2017
  • Award: World Summit Award
  • Category: Government & Citizen Engagement
  • Organisation: Stadt Wien
  • Country: Austria
  • URL:

WienBot is the City of Vienna’s response to a fast-growing trend that primarily affects the domain of customer service. Its key purpose is to put user needs first and provide users with correct, relevant information as simply and fast as possible, customising the service to the individual user’s situation.


Chatbots like WienBot – also known as virtual assistants or virtual agents – are among the major trends of the current tech scene. By simulating human-to-human communication, they considerably simplify and speed up processes like inquiry management. Currently WienBot answers questions on the 250 most frequently accessed contents of the City of Vienna’s official website It also suggests other useful city services that could help the users in their individual situation.