As Europe strives to boost competitiveness, AI-driven solutions like Finland’s S.U.S.A.N AI Chatbot can play a crucial role in making city services more accessible.
On Wednesday, 29th January, President of the European Commission, Ursula von der Leyen introduced the EU’s Competitiveness Compass focusing on innovation. AI adoption is key to closing the innovation gap.
Initiatives such as ‘AI Gigafactories’ aim to promote AI across industries, and chatbots like SUSAN can help cities improve services, streamline operations, and enhance efficiency. By embracing AI, cities can stay competitive and drive growth in line with Europe’s goals.
Two Finnish companies, Lincoln School Oy and Talent Bridge Oy, have introduced an AI chatbot named S.U.S.A.N (Smart User Service with AI Navigation), an innovative tool that supports the EU’s Competitiveness Compass objectives of driving innovation and advancing digital inclusion.
By ensuring city information is easy to access, SUSAN helps residents, newcomers, and businesses thrive—ultimately fueling local economic expansion.
Enhancing Accessibility for Economic Benefit:
At its core, SUSAN is designed to provide straightforward, on-demand information regarding city services, programs, and resources. Quick access to accurate data is vital for entrepreneurs seeking new opportunities, residents looking for employment, or community members navigating public services. With fewer barriers and faster information delivery, local businesses can expedite decision-making and expansion, boosting a city’s overall economic health.
Real-time Guidance to Propel Growth:
By offering real-time assistance and instant answers to users’ questions, SUSAN streamlines how people find and use municipal resources. Whether it’s helping a small business secure the right permit or guiding a newcomer through public transportation options, this level of efficiency accelerates productivity. In turn, quicker turnarounds enable job creation and attract further investment, creating a positive ripple effect throughout the local economy.
Driving Digital Inclusion:
The chatbot also plays a pivotal role in reducing digital gaps, particularly for those who face language barriers or lack familiarity with online systems. As more citizens become comfortable with digital tools like SUSAN, cities can increase participation in economic and civic activities. This broader engagement aligns with the EU’s commitment to close the innovation divide—laying the groundwork for stronger, more resilient urban economies.
Building Smarter, More Efficient Cities:
By simplifying communication between governments, businesses, and residents, SUSAN contributes to a more dynamic urban environment. Streamlined service delivery frees up time and resources for innovation, prompting new ventures and attracting talent. This cycle—fueled by easily accessible information—helps cities become more competitive, prosperous, and inclusive.
We selected Riihimäki, Finland, as the testbed for our AI chatbot project because of its forward-thinking approach and rapid growth potential, aligning with the EU’s Competitiveness Compass goals.
With a population of 28,650 and a strong industrial history, the city is focused on innovation and modern business growth. Its strategic location near Helsinki and emphasis on using its immigrant population to drive economic development make it an ideal place to test AI solutions.
In an era where job searching can often feel overwhelming, filled with endless applications and unclear job descriptions. SUSAN.fi offers a solution that’s faster, smarter, and more personal.
Provided by Talent Bridge Oy, SUSAN.fi leverages AI-driven job matching to connect job seekers with opportunities that align with their skills, experience, and career goals. But SUSAN.fi isn’t just about finding any job; it’s about finding the right job. With personalized career guidance, the platform supports candidates through every step of the job search process, ensuring they approach their next role with confidence.
To learn more about how SUSAN.fi is revolutionizing job searches and simplifying the process for candidates, read the full article below.
Moving to a new country comes with challenges, but SUSAN.fi makes it easier. This AI chatbot helps immigrants in Finland with job searches, residency permits, healthcare, and more—providing instant, multilingual support.
By simplifying complex processes, SUSAN.fi saves time for both users and public services.
SUSAN.fi, an AI chatbot, helps immigrants in Finland navigate government services, jobs, and social integration with real-time guidance.
From residency to employment, SUSAN.fi makes information accessible—anytime, anywhere.
Expanding Access to Knowledge:
Riihimäki’s diverse community holds tremendous potential for driving local prosperity. By creating an easy-to-use communication platform that shares public services and economic opportunities, the city can connect immigrants and long-standing residents alike with valuable resources. This inclusive approach not only boosts individual success but also reinforces Riihimäki’s position as a forward-thinking, competitive city in the European context.
Increasing Awareness of Services Offered in Riihimaki:
When residents clearly understand the breadth of services from job training and business support programs to cultural and recreational offerings, they can more confidently participate in Riihimäki’s economic life. Greater awareness fuels new ventures, fills workforce needs, and encourages meaningful engagement with local initiatives, ultimately strengthening the city’s overall competitive advantage.
Strengthening Public Sector Communication:
Many immigrants feel uncertain about what questions to ask, and language differences can add complexity to conversations. By providing clear, culturally attuned guidance, Riihimäki’s public sector can build trust and encourage more active participation in city offerings. This open flow of information helps residents find pathways to employment, entrepreneurship, and other economic prospects, heightening the city’s reputation as a hub of opportunity.
Streamlining Support Systems in Riihimaki:
Navigating application processes, job portals, and other administrative steps can be a learning curve for newcomers. Streamlined guidance such as step-by-step instructions and tailored assistance, enables more individuals to identify and secure suitable roles or establish new businesses. As these support systems become more efficient, Riihimäki benefits from an ever-growing talent pool, fostering innovation and sustainable development.
Better Utilization of Public Sector’s Time:
By automating routine tasks, city employees can devote more attention to strategic initiatives that stimulate economic activity. This approach frees staff to focus on cultivating partnerships, creating new programs, and offering personalized assistance, ultimately amplifying Riihimäki’s economic momentum and demonstrating its leadership in adopting the EU Competitiveness Compass framework.
Accessibility Through AI:
SUSAN provides vital city information, resources, and services, making it easier for residents including those with language barriers to participate in the local economy. By offering a user-friendly AI interface, SUSAN empowers individuals to explore job opportunities, entrepreneurial ventures, and community programs, boosting overall economic productivity and aligning with the EU Competitiveness Compass focus on innovation.
Real-Time Guidance for Services:
With immediate, interactive support, SUSAN helps users navigate essential city services such as employment assistance, social benefits, and educational programs. This approach accelerates the job search process and facilitates skill building, ensuring that more people can actively contribute to the workforce and stimulate sustained growth.
Digital Inclusion for Equitable Growth:
SUSAN supports the EU’s objective of bridging the digital divide by offering accessible AI solution that accommodate diverse needs of immigrants. By fostering digital literacy and ensuring all residents can engage with online services, cities cultivate an inclusive environment where broader participation results in local innovation, entrepreneurship, and long-term prosperity.
Streamlined Communication for Cities:
By centralizing and simplifying communication between the city and its residents, SUSAN reduces response times and minimizes administrative bottlenecks. Enhanced clarity and faster turnaround lead to higher satisfaction, improved service delivery, and a more dynamic economic landscape that reinforces the city’s competitiveness on both national and European stages.
Breaking Barriers to City Services:
When residents including immigrants easily connect with public services, everyone benefits. By offering clear and accessible information, cities expand economic opportunities and strengthen community ties.
Speeding Up Service Delivery:
SUSAN AI chatbot simplifies communication between officials and the public, speeding up response times and improving overall efficiency. This streamlined approach helps direct resources toward projects that boost local economies.
Bridging the Digital Divide:
Introducing AI chatbot such as SUSAN, aligns with the EU’s Competitiveness Compass by helping cities close the innovation gap. As a result, cities can tap into new ideas and solutions, positioning themselves as leaders in the digital age and attracting businesses looking to innovate.
Elevating Competitiveness:
Improving accessibility, efficiency, and inclusivity makes cities more appealing to investors and entrepreneurs. By contributing to EU-wide goals like innovation, cities become stronger engines of economic growth.
Persistent Language Barriers:
Immigrants frequently encounter difficulties in interpreting official documents and procedures. The lack of multilingual support in public services exacerbates difficulties in accessing essential information, hindering workforce participation and
Limited Awareness of Available Services :
A substantial knowledge gap exists as a number of residents were unaware of the various resources and services such as employment listings, housing support, and legal assistance, available to them. By providing detailed information with an AI chatbot, cities can stimulate entrepreneurial ventures, meet labor market needs, and strengthen overall economic activity.
Gaps in Public Sector Communication:
Public sector responses are often generic and lack the depth required to guide users through complex administrative tasks. This results in uncertainty and inefficiencies, with individuals frequently seeking information through informal networks rather than official channels. Providing comprehensive information simplifies government interactions, and reduces administrative bottlenecks, leading to greater economic dynamism.
Job Search Challenges and Workforce Integration:
A significant portion of queries from testbed participants focused on job opportunities, work permits, and housing benefits. Existing labor market information is often fragmented, making it difficult for job seekers to access reliable data and apply for positions that match their skill sets. An AI-powered chatbot can bridge this gap by offering real-time job recommendations and skills-based matching.
Limited Access to Bureaucratic Services:
Navigating government services is often a time-consuming process for immigrants and students who struggle to determine where to seek information or assistance. This inefficiency discourages skilled workers from staying in the city and delays their entry into the workforce. A more structured AI supported guidance can mitigate these inefficiencies.
In the pursuit of strengthening Europe’s digital infrastructure and enhancing labor market efficiencies, the SUSAN AI Testbed serves as a pioneering initiative at the intersection of artificial intelligence and workforce integration. As outlined in the European Competitiveness Compass, technological advancements in AI-driven solutions play a pivotal role in fostering economic resilience, optimizing public services, and improving workforce mobility.
On January 14th, we introduced a new AI chatbot called SUSAN that answered all kinds of interesting questions about jobs, college admissions, social services, public funding, how it could benefit businesses, and much more!
Event Timing: January 14th, 2025 (16:00 – 20:00 PM)
Event Address: DEFINE Innovation Hub, 5 Pohjoinen Asemakatu, 11130 Riihimäki, Finland
The SUSAN AI testbed event recorded the highest engagement for an AI-focused initiative in Riihimäki, reflecting a growing interest in leveraging technology for labor market efficiency. The testbed brought together participants from different backgrounds, including:
– 71 attendees who engaged directly with the chatbot.
– Representatives from HAMK University who provided insights on how students interact with digital tools.
– Partners from Helsinki who contributed to discussions on AI-driven solutions.
– City officials from Riihimäki who were interested in how AI could support public services.
– Private business owners from Riihimäki looking at potential applications of AI in recruitment and workforce integration.
Two versions of SUSAN were deployed. Participants asked a total of 644 questions, covering topics such as job searching, immigration procedures, public services, and daily life in Finland.
In addition, to live chatbot testing, there was an open discussion where attendees shared their experiences and expectations regarding digital tools for job seekers and immigrants. This feedback helped identify areas where SUSAN could be improved.
The audience engaged actively, asking a range of practical questions:
Finding Jobs
Immigration & Work Permits
Public Services & Benefits
Cultural Adaptation
Categories of user query
The discussions highlighted several key insights into the challenges and needs of immigrants that can be addressed to improve the city’s system and support economic growth in Finland:
Language Barriers:
Many struggle with Finnish, making it difficult to navigate job applications and other official processes.
Lack of Awareness About Available Services:
Immigrants often lack knowledge about available services, such as employment resources, legal assistance, housing support, and community programs.
Challenges in Job Search and Workforce Integration:
Immigrants frequently struggle with job searches, often unsure of where to look or how to apply for positions that match their skills, while also facing challenges with work permits and legalities.
Fragmented Information:
Students, in particular, struggle to find the right contact person or department for immigration-related inquiries.
Public agencies like Kela and TE Services provide answers, but participants are not aware of these platforms.
Many immigrants feel a lack of clear guidance as the information available lacks structured support for immigrants.
Slow Response Times from Authorities:
Some attendees mentioned that official agencies take too long to respond, which forces them to rely on online forums and word-of-mouth for information.
Based on the insights gained, several opportunities exist for the city to enhance support and engagement with its immigrant population. By leveraging advanced AI solutions and strategic initiatives, the city can create a more inclusive environment and promote economic participation:
Centralized Information Hub for City Services:
A centralized, easily accessible AI chatbot that consolidates all available services, from housing support to legal aid and employment resources can help immigrants quickly find the information they need, leading to better utilization of city services and resources.
Streamlined Job Search and Workforce Integration:
An AI Chatbot that offers personalized job recommendations, skill-based matching, and clear instructions on work permit applications can help immigrants integrate into the workforce faster, meeting labor market demands and reducing unemployment rates..
Enhanced Language Support and Accessibility:
Providing multilingual support to help immigrants navigate city services and communicate effectively. This will improve their ability to engage with local services, from job applications to public benefits.
Personalized Guidance for Public Services:
Acess to AI Chatbot that offers clear, step-by-step instructions for navigating administrative processes would ease the experience for immigrants and ensure they have the guidance needed to access services promptly and efficiently.
Key Features and Services:
Q: What happened during the SUSAN Test Bed event?
We launched the SUSAN AI chatbot and invited participants to test its incredible features. During the event, participants:
Q: What does the acronym S.U.S.A.N mean?
S.U.S.A.N is an acronym for: Smart User Service with AI Navigation
Q: How do we reach SUSAN?
You can access SUSAN at SUSAN.fi
Q: What languages can SUSAN speak?
Currently, SUSAN can communicate in English. However, it is being trained for multiple languages to cater to a wider audience.
Q: Can we also talk to SUSAN?
Yes, SUSAN supports both text and voice interactions. You can type your questions or speak directly to SUSAN, and get a response in real-time.
Q: Does SUSAN store our personal information?
SUSAN does not store any personal information. All user data is handled with high standards of privacy and security, in compliance with relevant data protection regulations.
Q: How does SUSAN help the residents living in the cities?
SUSAN makes life easier for city residents by providing instant access to information on public services such as healthcare, transportation, and taxation etc through both text and voice interactions.
City residents can get the same accurate and reliable information they would receive from public service officials.
Q: How does SUSAN help public services within the cities?
SUSAN helps public services by automating responses through both text and voice interactions to frequently asked questions, reducing the workload on public service representatives.
This allows public service officials to handle complex tasks and improve service delivery. With SUSAN, public services can operate more efficiently and provide faster, consistent responses to citizen inquiries.
Q: Can I use SUSAN on my phone?
Yes, you can access SUSAN on your phone. In fact, make sure to bring your phone with you because you will need it during the event.
Q: What is the purpose of the Test Bed?
The purpose of the Test Bed was to test SUSAN’s capabilities and gather user feedback. Through the test, we were able to understand the specific needs of the users and train SUSAN in that direction.
Additionally, we will generate a detailed report from the test bed that will be shared with public stakeholders including Finnish and EU Parliament.
Q: Who was invited to participate in the Test Bed?
Q: Which cities have signed up for the Test Bed?
The City of Riihimaki has signed up for the Test Bed.
Q: How could participants sign up for the Test Bed in Riihimaki?
To sign up for the Test Bed in Riihimaki, participants filled out the Google Form below:
Q: Where and when was the Test Bed in Riihimäki held?
The Test Bed was held on Tuesday, January 14th, 2025, at 4:00 PM at the Defence Innovation Network Finland (DEFINE).
Q: Which cities have shown interest in the Test Bed?
In addition to city of Riihimaki, the city of Espoo and Vantaa have also shown interest in joining the Test Bed.
Q:Was the event covered by the media?
Yes, the event was covered by the media. Our social media team took photos and recorded video testimonials from participants.
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