ATL 311 AI Chatbot Assistant for prompt citizen support in Atlanta

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Helping the City of Atlanta provide prompt citizen support through an AI-enabled chatbot in ATL 311 non-emergency services.

the story

Atlanta is a prominent technology hub, attracting numerous corporate entities and fostering the growth of exceptional tech talent. The City of Atlanta is emerging as one of the nation's leading innovation centers and is committed to improving its government services to keep pace with the evolving technology landscape. ATL311 serves as a convenient point of contact for citizens to report non-emergency issues such as potholes, traffic signals, debris, and damaged trash cans. It also provides valuable access to city resources and information, as well as assistance with a variety of services and programs.

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the challenge

To improve the accessibility and responsiveness of government services, the City of Atlanta introduced an artificial intelligence chatbot to its ATL311 website and call system.

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the solution

Nagarro was entrusted with the responsibility of testing the chatbot's usability, user acceptance, and integration. Our comprehensive testing approach focused on evaluating the chatbot's functionality, speed, responsiveness, stability, scalability, and user experience, ensuring they met the highest standards. We prioritized a simple and intuitive user interface (UI) that allows citizens to navigate effortlessly. In addition, rigorous workload testing guaranteed that Atlanta residents' queries would be addressed promptly under all circumstances. The AI-enabled chatbot within ATL311 allows users to open new requests and check the status of existing requests across multiple categories, eliminating the need for direct interaction with an agent.

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the outcome

This has led to a significant reduction in call volumes, shorter waiting times and faster processing of initial inquiries. At the same time, it ensures that Atlanta residents and visitors can conveniently obtain information and make requests within minutes.