City of Atlanta Enhances Customer Services with New ATL311 Chatbot

Staff Report

Tuesday, February 21st, 2023

The City of Atlanta has launched a new artificial intelligent (AI) chatbot to the ATL311 website, mobile app, and 311 call system. ATL311's AI chatbot is the fastest way to submit a service or general request by submitting cases and receiving answers within minutes. The City implemented this chatbot to provide Atlanta residents and visitors a self-service option to obtain the information they need when they need it in the fastest possible manner.

“With Atlanta quickly becoming one of the nation’s top innovation hubs, City services should be on par with the technology in the private sector,” said Mayor Andre Dickens. “The enhancements made to our ATL311 network will make it more convenient for residents and the business community to get the answers and support they need. Whether it is reporting a pothole or downed tree, getting traffic or parking information or getting information on supportive services, the new ATL311 chatbot will put the power of information directly in its users’ hands.”

This ATL311 chatbot provides 24/7 access to non-emergency services through a guided experience to answer their most pressing questions. As an example, questions like "When will my waste be picked up?" and "Where can I pay my water bill?" can be answered without the need to contact a customer service representative. If needed, requests can be escalated and handled by a representative.  The technology also allows everyone the ability to open a new request or check the status of an existing request without the need to speak to an agent.

“The Department of Customer Service/ATL311 is excited to launch an interactive chatbot, mobile app and an improved interactive voice response that will provide self- service options to residents and visitors,” said ATL 311 Commissioner Myesha Good. “These new features will help decrease call volume and call wait times and provide an enhanced speed of first call resolution for cases that need to be resolved. We hope that these technology improvements provide a better customer service experience for everyone that contact ATL311.”

The Department of Atlanta Information Management continues to enhance this new chatbot by leveraging automation and incorporating customer feedback into the design. 

“Technology is at the core of the user experience, and I am pleased with the approach the team took in launching these new features,” said Chief Information Officer Jason Sankey. “The City formed focus groups to obtain insight from the public on what features would be beneficial to them so that we could develop and launch the most appropriate technology.  Part of our strategy is to lean into more user-focused design and development with continuous improvement.”  

When visiting the website or mobile app, simply click on the chat icon in the lower right-hand corner and begin to chat. To download the ATL311 Mobile App, search ATL311 in your Google Play or App Store. You can also access ATL311's chatbot by dialing 404-546-0311 and following the prompts.