Expand access via mobile and social channels
As of today, 98% of adults in the US own a mobile phone (over 272 million are smartphone users), and 90% of customers prefer text messages over direct phone calls.
Local government is challenged to offer premium services to a diverse community on-the-go. AGENTT511 CityText combines proactive service and billing alerts with two-way, interactive virtual assistants, called bots. Bots alleviate congestion in the call center by instantly providing access to local information and service requests on the mobile phone.
CityText encourages transparency by exposing the status of service requests, by proactively notifying opted-in citizens when their trouble tickets are complete, and by offering the ability to chat directly with an agent or submit pictures from their smartphones. Our integrated LiveStream application offers a way to expedite services and avoid dispatch by acquiring remote streaming video and location directly from the mobile phone.