The residents do not care about departments. They simply ask, 'Why did you miss my garbage?' or 'What permits do I need?' to whomever they have the email of. Chatbase allows the residents to begin their inquiry and gather information from various pages, including public works, licensing, recreation, and bylaws.

We use our standard processes to handle service request inquiries, so that the agent gets the location, clarifies the service requested, and then routes the inquiry accordingly. This is far safer than letting the AI devise a municipal process out of its own accord and answer based on general information. Review collected by and hosted on G2.com.

The agent is only as reliable as the source material, so rollout took even more cleanup effort from some stakeholders than anticipated. I also want better version controls within the chatbot to allow for time-sensitive public notice postings and easy publication of the exact sources for a response audit report. Review collected by and hosted on G2.com.