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Provo highlights SeeClickFix rollout, chatbot 'Ava' and social channels for 311 access
Summary
Customer service staff demonstrated a new SeeClickFix service-request tool, an AI-powered chatbot (Ava), a Facebook group and website changes intended to make reporting and tracking city service requests easier; staff reported over 2,000 requests in recent reporting and increased transparency for residents and field crews.
Staff from Provo City Customer Service demonstrated enhancements to the city's 311 access on July 22, showing a new SeeClickFix-based report-an-issue system, an AI chatbot named Ava, a customer-service–focused landing page and a Facebook group for resident engagement.
"Ask virtually anything"—Ava—was described as a website chatbot that crawls the city site nightly and learns answers; Laramie Gonzalez, a customer service representative, said, "If she can't find it on the website, that's she she does we call it a crawl. She does a crawl every single day." Gonzalez and Britney Densley said staff review gaps and train Ava on new answers…
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