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County touts 311 rollout and AI agents; board presses on data governance and outreach
Summary
Prince William County updated the board on its 311 service since a May 2025 soft launch: omnichannel intake, 63,000+ interactions, AI chatbot and voice agent activity, and planned Spanish-language and SR-type expansions; supervisors sought assurances about data governance, Willow's performance, and district-level dashboards.
Prince William County officials gave the Board of Supervisors an extended update on the county's 311 platform, reporting the system has handled more than 63,000 interactions across web, mobile, chat and phone channels since going live in May 2025.
Deputy County Executive Alicia Hart introduced Brian Coy (Department of IT) and Katie Hanson (311 operations manager), who reviewed the platform's capabilities and usage statistics. Coy said the county launched an omnichannel platform (web portal, iOS/Android apps, a live call center and an on-page chatbot called "Will") on May 15, 2025, integrated it with EnerGov for Neighborhood Services, and later added a voice AI agent called "Willow" and an email-to-case channel.
Coy provided usage figures: Will (the on-page chatbot) recorded more than 36,000 unique interactions producing 700+ service requests;…
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