The City of Turku uses AI to improve customer feedback and customer experience

The City of Turku will launch a pilot of an AI-assisted feedback channel on Wednesday, 1 April 2026, to support the processing of Föli customer feedback.

The aim of the pilot is to make it easier for customers to provide feedback by enabling free-form input with relevant details. Customers do not need to specify the subject of their feedback; instead, AI completes missing information and directs the feedback to the appropriate teams. Feedback can also be submitted via mobile devices, for example using location data. The City of Turku aims to gain experience and insights into how AI can be used to classify customer feedback and support responding to feedback. In the future, AI will also support the automatic routing of free-form feedback to the appropriate teams within the City of Turku’s organisation.

“The City wants to make it easy for customers to provide feedback across different services, while also making responses more systematic so that feedback leads to genuine service improvements,” says Johanna Ritvanen, Chief Customer Officer.

The pilot will test a new, limited-scope feedback channel and its associated feedback handling system alongside the existing feedback service from 1 April to 31 May 2026. Customers can provide feedback either through the existing channel or the new AI-assisted channel. The findings from the pilot will be used to further develop the City of Turku’s overall feedback system.

The key objective of the pilot is to assess how the AI-assisted solution works in practice in handling customer feedback and what added value it brings compared to current practices.

 

The AI-assisted feedback service can be accessed at: https://palaute.turku.fi/ (Opens in a new tab)