Prince William County Shares AI-Powered 311 Model for Improving Resident Service

▤ Summary

Prince William County is showcasing how it uses Citibot’s AI tools to improve resident access to services and information. The county’s unified 311 model lets residents reach support through chat, phone, email, text, mobile, and AI voice. Its AI assistant has handled more than 64,000 interactions and helped the county cut its apology rate from 25% to 11%. The county also expanded its service-request catalog from 35 to 50 and added a voice capability for after-hours callers.

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