Esbjerg turns off AI robot Berta after criticism over response times and accessibility issues

Esbjerg was one of the first municipalities to implement an artificial intelligence robot, named Berta, to handle phone inquiries for assistance or information at the town hall. Introduced in February 2023, Berta has now been turned off. Jens Erik Morthensen, head of citizen services in Esbjerg, noted that the robot took too long to respond to requests before forwarding callers to a human employee.

Criticism also emerged from the municipal disability council; the robot struggled particularly with assisting individuals with speech difficulties. Inga Bredgaard, the council’s chair, pointed out that Berta often failed to understand requests unless they were articulated very clearly and specifically. She mentioned that even relatives without disabilities had issues getting the robot to function properly.

Berta was initially introduced to alleviate wait times when callers were transferred within the municipality. However, Esbjerg Municipality has chosen not to disclose the amount of taxpayer money spent on the robot for competitive reasons.

Morthensen expressed hopes for Berta’s return in an improved version. “We have listened to the feedback received and have sent the robot for upgrades. We will assess what needs adjustment or removal and conduct user tests before its reinstatement.”

In the meantime, wait times for phone assistance in Esbjerg have returned, which Bredgaard finds acceptable. “As someone said recently, I would rather listen to good music while waiting than keep repeating myself over and over.”

Currently, there are at least nine municipalities in Denmark employing artificial intelligence for citizen inquiries via phone or chat on their websites.