Connecting government with its citizens and visitors over 311-311!
Engage your "text" generation by offering automated access to local information and service requests. Mitigates call center congestion while creating a complementary channel.
The only interactive, two-way messaging service that combines text messaging, simple search, interactive services, and text chat.
CityText311 is a managed messaging platform that delivers citizen care over the 311311 text short code. The service complements 311 call centers and websites thereby providing citizens on-the-go access to information and citizen service requests. It is integrated with CRM and/or CTI and the call center’s existing process flows. Text messaging is an up-to-date and relevant vehicle for TTY and multilingual support while mitigating call center congestion.
Mobile knowledgebase
Mobile citizens can text message searches for government office locations/personnel, transportation schedules, and events. An example request would be FIND construction permits, SUBWAY red line or EVENTS blues festival. The system returns the highest scoring matches; if one match far exceeds the others, only its listing is returned.
Integrated service requests
The system intelligently acts upon text commands that describe the most popular service request. The process is interactive and the mobile user is automatically queried for qualifying information. Some examples include animal control problems, street repairs, missed garbage pick-ups, utility outages, and non-emergency crime. As an example, the user would either start from a menu or directly type the service requests using the format KEYWORD <address> <description>. As an example: STREETLIGHT 135 clark st
Text to PC chat
If the user’s request is complicated or the text inputs not precise enough, the user and call center operator can engage in a text to PC chat session. The CITYTEXT311 web interface provides a medium for continually receiving text requests and directly responding. Text to PC chat is offered either standalone or integrated with the CTI system. It will soon offer the ability to share incoming multimedia with first responders.
