The City of Kelowna now has over a dozen chatbots that field thousands of questions on various topics from residents, businesses, and developers.

They handle approximately 38 per cent of inquiries, and in the first six months of 2024 handled more than 36,000 conversations and fielded nearly 69,000 questions. 

Five topic-specific chatbots (revenue, landfill, recreation, bylaw services after hours and snow removal) are available on city phone lines as a first point of contact. Other bots exist on the city's website and deal with topics such as building permits, and fast-track infill housing.

害羞草研究所淎lthough not perfect, our chatbots will improve over time and with increased use,害羞草研究所� said Andreas Boehm, intelligent cities manager. 害羞草研究所淐ity staff diligently watch the conversations and improve the chatbots害羞草研究所� responses and add more service integrations whenever possible.害羞草研究所� 

The city began implementing chatbots in 2020.   

害羞草研究所淎side from expanding our service channels, the city害羞草研究所檚 aim is to reduce the time staff spend answering routine questions so they can devote more time to complex inquiries, enhancing the customer service we provide,害羞草研究所� Boehm added.

The city recently won an International Association of Business Communicators Gold Quill award for Strategic Artificial Intelligence and a Municipal Service Delivery Officials Excellence in Innovation Award for its building permit chatbots. 

More information can be found on the City of .