Case Study · Government

CITY Bot Citizen Services

Answering citizen questions and routing service requests for city and county agencies.

Industry: Government
Category: Conversational Agents
Capabilities: Conversational Agents, Workflow Automation

The problem

City contact centres and front counters answered the same questions about permits, payments and services every day, while residents struggled to find the right department.

Existing manual process

Contact-centre and counter staff answered every call and email individually and keyed service requests by hand.

Agent / workflow deployed

CITY Bot answers routine questions from approved city content with citations, guides residents to the right service and opens structured service requests in the responsible department.

Systems touched

City website and knowledge base311 / service request systemEmail and web chat

The workflow

What the agent does, step by step.

01
Citizen enquiry intake
02
Answer from approved content
03
Service navigation
04
Service request creation
05
Staff escalation

City staff handle complaints, eligibility questions and sensitive requests.

Operating model

Before and after.

Before

Repeated questions handled one by one; requests re-keyed into departmental systems.

After

Routine questions answered with cited guidance; staff focus on complex and sensitive cases.

Measured results

Verified before published.

Metrics pending verification

No metrics are published for this case yet. Once the customer confirms the measured change against their baseline (turnaround, cost per transaction, accuracy), we will add it here.