Public sector
Reis Nordland: User-friendly travel information with AI
Nordland County Authority wanted to make it easier for both residents and visitors to find safe, clear travel information, at any time and in several languages. The goal was fast, understandable answers, delivered in a way that keeps public information governed and traceable.
Challenges
- Residents and visitors often struggled to find fast, clear and reliable travel information when they needed it.
- Information was scattered across different documents and websites.
- Route and traffic changes happen frequently, and many users don't speak Norwegian.
- Customer service didn't have the capacity to respond around the clock, leading to long wait times and frustration.
- The solution had to meet strict requirements for privacy, EEA data storage and universal design.
Solution
An AI-driven chatbot built on the Tindre AI Agent Platform answers natural-language questions like "When does the next ferry leave from Bodø?" or "Is route 300 delayed?", combining verified internal sources with real-time data from EnTur.
Only verified sources from the county's websites and documents, structured for safe use. Integration with real-time data from EnTur via API. Multilingual support (Norwegian, English, Sami and more). GDPR-compliant data handling, with all storage in the EEA.
A user-friendly, button-driven chat frontend for the public, plus an admin module for editors and power users. A dashboard for insight into usage and cost. Universal design in line with WCAG 2.1 AA.
Subject-matter experts from the county authority were involved throughout the process, so the bot's language and answers are quality-assured against expert sources and the questions users actually ask.
Technology
A modular gen-AI platform built in a technology partnership with IBM, with key components from open source. Answers are kept grounded in fact by using deterministic tools to retrieve and structure data.
Tindre's AI agent platform orchestrates model runs, data sources and admin tooling, and is designed to be observable, versioned and controllable. The model behind Reis Nordland was Gemini 3.0 Flash.
All conversation data, telemetry and configuration is versioned and stored in IBM Cloud Databases for PostgreSQL, giving both scalability and full audit trails.
Results
Just four weeks after launch, customer service enquiries had dropped by 37 percent compared with the same period the year before. After six weeks, the reduction reached 55 percent.
Response time on manual cases has gotten shorter, roughly a day faster despite fewer resources.
Over six weeks the bot handled 3,122 unique conversations and sent 21,900 messages.
Significantly faster answers for users, greater availability through 24/7 multilingual guidance, and more efficient use of customer service resources.
AI from Tindre has become a valuable new colleague that contributes to better support, faster answers and more efficient use of resources.
Nordland County Authority
What made this a success
- Clear goals and measurement: a defined ambition to cut enquiries, backed by concrete KPIs.
- User-centred design: button-driven, visual UX that lowers friction for locals, Sami users and tourists alike.
- Close expert collaboration: ongoing input from the county's own experts kept answers accurate.
- Real-time integration: the EnTur connection gave users route information they could trust.
- Operations and governance: EEA storage, audit trails and editor tools made the solution safe to run.
- Continuous quality control: routines for monitoring answer quality and tuning the models.