Residents don’t think about departments. They say, "Why wasn’t my garbage collected?" or "Do I need a permit for that?" to whatever email address they may have. Chatbase allows residents to ask a single starting point and pull from information on all of the public works, licensing, recreation, and bylaws pages. We rely on the request procedure to allow the agent to get the address, confirm the service requested, and direct the request appropriately. It’s much more reliable than leaving it up to the AI to invent its own municipal process and respond from general information. Review collected by and hosted on G2.com.

The agent is only as good as its source information, and thus the rollout took more work on the content cleanup side than some stakeholders anticipated. I would also like to see better native version control for time-sensitive public notices and an easy way to create a document of the source information used in the response. Review collected by and hosted on G2.com.