Winnipeg 311 Chatbot Case Study

A trip planner and non-urgent service chatbot for the City of Winnipeg

The City of Winnipeg, the vibrant capital of Manitoba, Canada, boasts a growing population with ever-evolving needs for non-emergency services. Traditionally, residents relied on the 311 phone line to access information on city services, report issues, and plan public transportation routes. However, this system faced limitations: a strain on call center resources, limited accessibility for on-the-go citizens, and a lack of real-time data.

The challenge:

How did we help alleviate pressure on the 311 call center and empower citizens with 24/7 access to essential information?

The government of the city recognized the need for a more efficient and user-friendly solution. Their call center experienced high volumes, constantly leading to long wait times and frustrated residents. Additionally, citizens often struggled to navigate the complexity of city services and find the data they needed quickly.

What we created:

Master of Code Global developed a chatbot integrated directly into the City of Winnipeg’s 311 service.

To address these challenges and enhance citizen engagement, our company designed a next-generation chatbot for the 311-line call center. This innovative solution seamlessly interoperates with the existing infrastructure, offering a dynamic and user-friendly experience through a familiar platform: Messenger. The bot boasts a robust feature set created to empower citizens and optimize service delivery.

Trip Planning and Real-time Transit Updates

Integrated with the Winnipeg Transit API, the chatbot allows users to plan trips using a conversational interface. They can search for bus routes, find real-time bus locations, and see upcoming schedules – all within the familiar environment of Facebook Messenger.

Non-Urgent Service Data

Citizens can access a comprehensive database of information on governmental services, permits, and programs. The chatbot utilizes robust Natural Language Processing (NLP) to understand user queries and provide relevant details without sifting through complex websites.

Live Chat Integration

For intricate inquiries that require human interaction, this virtual assistant seamlessly connects users with live agents, ensuring a smooth transition and efficient resolution together with the eliminated need for multiple contacts.

Conversational UX & NLP Logic

The chatbot prioritizes user-friendliness. A conversational interface mimics natural language, making interactions intuitive and engaging. Powerful Natural Language Processing engine ensures the bot accurately understands user queries, facilitating a frustration-free experience.

Technologies we leveraged:

LUIS
LivePerson
Twilio
Messenger

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