From AI Potential Assessment to a Live IT Support Assistant

The Burgergemeinde Bern wanted to explore how artificial intelligence could improve internal operations and reduce the effort required to resolve recurring employee support requests. At the outset, the organisation had no existing AI initiatives and limited internal capacity to evaluate and implement a suitable solution. The priority was therefore to identify a first use case that combined clear operational value with manageable risk.

Experiens AI conducted an AI potential assessment across the organisation and evaluated possible use cases according to value, feasibility, risk, and implementation readiness. Internal IT support emerged as a strong first application: relevant to a broad employee base, operationally useful, and sufficiently contained for an initial deployment. Experiens AI led the project end to end, from assessment and solution design through implementation, testing, and organisational introduction. Technical development was delivered through Experiens AI’s specialist partner network, with Experiens AI retaining overall responsibility for project direction, coordination, and quality.

The project resulted in the successful deployment of “Burgie,” the Burgergemeinde Bern’s first operational AI solution. The internal assistant now helps employees resolve recurring IT questions and find relevant information more quickly.

Beyond the immediate use case, the project gave the organisation practical experience in evaluating, governing, and introducing AI, creating a foundation for future applications.