Customer Support
Filters
La Mesa, CA police department improves communication with community
The La Mesa Police Department has enhanced its communication with the community through Versaterm’s SPIDR Tech, an automated customer service solution. This technology sends updates and surveys via text and email to 911 callers and crime victims, improving transparency and service efficiency. It also reduces informational callbacks, updates crime victims and gathers community feedback.
La Mesa, CA
United States
Washington, DC launches AI-powered 'DC Compass"
Washington DC's Office of the Chief Technology Officer and Esri recently launched a public beta version of the ‘DC Compass’ which uses generative artificial intelligence to answer data-oriented civic questions and create maps from thousands of open data sets. Per Cities Today, "the launch follows a 6-month private beta which allowed DC to work with Esri to improve the software to provide intuitive answers to requests."
Washington, DC
United States
Fairfield, CA introduces Archie chatbot for enhanced customer support and communications
Archie is an AI-powered chatbot powered by Citibot and accessible from the city's website. Residents can report non-emergency issues like streetlight outages and potholes thanks to Archie's integration with the My FairfieldCA portal. The bot simulates human conversation in 71 languages to identify online resources and contacts appropriate for each conversation. City officials named the bot Archie in honor of the arch located on Texas Street.
Fairfield, CA
United States
Stafford County, VA develops Ask Blu platform for enhanced public communication and customer service
The Ask Blu platform features an AI-powered chatbot for around-the-clock answers to questions about public services. The chatbot and a mobile app are available for service requests through the county's 311 system. Additional resources in the platform include location-specific newsletters about county services and the Blu's Academy suite of citizen education videos. Local officials used the Great Blue Heron as the platform's mascot because of community efforts to protect their nests.
Stafford County, VA
United States
City of Cape Town, WC improves sewer overflow response times with Reactive Incident Management app
Residents encountering wastewater overflows and water line breaks report issues through the RIMA. This mobile app built with SAP supports location tagging, photo uploads, and incident comments. Sewer response teams use RIMA to update repair progress and issue alerts to community members. Cape Town commissioned the RIMA's development, purchased 23 jet-vac vehicles, and created eight rapid-response teams for comprehensive responses to water and sewer issues.
City of Cape Town, WC
South Africa
Derby City Council, GB connects residents to city services with AI-powered digital assistants
Derby City Council introduced chatbots Darcie and Ali during an April 2023 rollout. Both bots use conversational AI to answer questions and direct inquiries to the correct city departments. Residents speak with Darcie via the council's website and the main phone line. Ali helps visitors to the Derby Homes website. Digital assistants and digital kiosks at Council House provided after-hours services during a pilot of shortened reception hours.
Derby City Council, GB
United Kingdom
Adelaide, SA experiments with Voting Eligibility Checker Tool for improved enrollment experiences
The city's Election Project staff identified confusion over voting eligibility scenarios in past elections. The online tool turned user information into personalized recommendations for the next steps in the electoral enrollment process. Adelaide trained the tool to guide residents through 32 distinct eligibility circumstances. User feedback during the November 2022 municipal elections informs further development of the platform.
Adelaide, SA
Australia
Atlanta, GA improves customer service in non-emergency situations with ATL311 chatbot
The Zammo-powered ATL311 chatbot provides automated answers to basic questions around the clock. Residents can open new service requests in seven categories such as public safety, parks, and street maintenance. This AI-enabled bot also provides updates about existing cases without the need for 311 calls. City officials introduced the chatbot as part of an expanded ATL311 service including a mobile app and an updated Interactive Voice Response system.
Atlanta, GA
United States
Scottsdale, AZ leverages the power of artificial intelligence for its Hello Scottsdale text service
Hello Scottsdale uses an AI-enabled platform to answer frequently asked questions about local events and services. The service also encourages feedback and suggestions about improvements to city services. City officials distributed signs with the service's number throughout Old Town Scottsdale to maximize visibility for visitors and residents. The Hello Scottsdale pilot extends to targeted neighborhoods with curbside bin stickers.
Scottsdale, AZ
United States
Essex, ON supports zoning bylaw changes for short-term rental units with dedicated STRU hotline
Amended bylaws require licensing for all STRUs and restrict units opened after May 9, 2022, to commercial districts. The new rules also establish requirements for off-street parking based on each unit's number of bedrooms. Town officials established 1-833-ESSX STR as an around-the-clock hotline for community feedback on STRUs. Customer support representatives accept resident complaints about parking issues, noise levels, and other STRU issues.
Essex, ON
Canada
Fairfax County, VA simplifies search for retail food inspection reports with new mapping tool
The interactive map tracks health inspections of more than 3,500 permitted eateries. Users can search by restaurant name or open pinpoints from the map interface. The Retail Food Inspection Report app presents the last two years of reports for each location as downloadable PDFs. Fairfax County leveraged existing GIS tools for increased transparency of work done by the Environmental Health team. This map also improves customer service by eliminating FOIA requests for inspection records.
Fairfax County, VA
United States
King, ON By-law Investigation Map tracks enforcement efforts following public complaints
The interactive map populates monthly with official by-law complaints filed with the town. Complaints are represented by color-coded pinpoints for categories ranging from noise complaints to site alterations. Each pinpoint opens to details of the complaint including address, date issued, and officer badge number. Map users can search for specific complaints by address or file number. Local officials will adapt the map to community needs identified through a five-question user survey.
King, ON
Canada