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CivicTech

AI-Powered Citizen Request Chatbot

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Highlights

AI chatbot to help citizens report problems to cities.

A new AI-powered chatbot product that can categorize reports by citizens of problems in their city, provides the citizen a tracking link for their service request, and automatically notifies the correct city employee about the problem.

TEAM UI/UX Designer (Leo), 1 PM, 2 Engineers, 2 Data Scientists

GOAL Create an easy way for citizens to report service requests to their city through the local government website.

TIMELINE 7 Months

OUTCOME 90% Cost Reduction

EMPLOYER CivicTech

TOOLS Figma

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Citizens need an easy way to report problems to their local government

Current methods for citizens to report a problem to local governments or utility providers either involve long and cumbersome forms or talking on the phone to an untrained call center agent. Existing forms require complex and conflicting categorization be done by the citizen whereas reporting over the phone makes it difficult to give an accurate location on a map or provide a photo of the issue.

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Competitor products are long forms that require citizens to make complex decisions

The current industry standard method for citizens to report service requests on the web are long, complex web forms with many fields and a lot of complex decision making is required on behalf of the citizen to decide which amongst similar sounding categories their problem fits into.

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Reporting via Call Centers was expensive and inefficient, resulted in data errors, and couldn’t collect photos

At the time, citizens reported service requests through CivicTech to local governments and utility providers via call centers. This method was found to be inefficient, costly, and prone to errors, especially regarding accurate location data. Photos couldn’t be attached to a report over the phone.

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Custom AI could collect and categorize data and identify missing information

Using proprietary machine learning models, CivicTech is able to take a written description of a problem and accurately categorize it with high precision. This reduces the time and effort needed for citizens to report a problem.

Our goal was to leverage CivicTech’s core AI capabilities to streamline the service request reporting process through a user-friendly interface, allowing citizens to report requests accurately and efficiently on their own devices. The goal was to eliminate human error, enhance scalability, and provide a seamless experience that guides users through the reporting process while collecting all necessary information for problem resolution.

High-level goals were:

1. Make it fast and easy for citizens to create a service request on the web
2. Collect photos and more accurate location data
3. Build a solution that can handle increasing volumes of requests efficiently over time

User Flows

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Prototypes of a traditional form showed data collection needed to be non-linear

Initially we tried a traditional form that helped citizens pick the correct category through a search field but this still put too much effort on the citizen and we quickly realized that the collection of information about a request didn’t follow a strict sequential order of linear steps. Different problem categories required different pieces of information to fully understand the issue.

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<aside> Solution Step 1

A chat interface provided a familiar interaction that could guide users through questions one-at-a-time and ask the next question based on all previously provided information.

Introduction

Description Entry

Followup Questions

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<aside> Solution Step 3

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<aside> Continuation

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