City testing AI chatbot to speed up 311 responses

The City of Winnipeg is testing ways to use artificial intelligence to help with customer and employee service.

The city is currently testing the use of an AI chatbot that could one day assist people contacting 311 for service.

This comes after Winnipeg Mayor Scott Gillingham challenged the City of Winnipeg during last year’s State of the City address to look at ways to add artificial intelligence programs to help with city functions.

“I want better customer service,” he said on Tuesday. “The people of Winnipeg get good customer service; I want them to get excellent customer service.”

Currently being tested in-house is a chatbot to improve customer service for people contacting 311, allowing them to get answers faster.

“It’s not available to the public yet,” Gillingham said. “We want to iron out the bugs first before ultimately releasing it to the public.”

Another idea proposed, but not yet implemented yet is using AI to sort and track 911 calls received by the city.

“What they’re keeping track of specifically is how our 911 operators are doing,” Gillingham said. “Our 911 operators do outstanding work, but it’s heavy work. They get the calls the rest of us don’t get.”

Gillingham said if a lot of serious calls come in the city would then know it’s time to check in on operators and see how they’re doing and if they need psychological assistance.

The mayor did not say when these initiatives will launch for the public.