Case Study: City of Portland achieves faster resident service with CivicPlus Chatbot

Portland, ME Answers 2,500 Questions with CivicPlus® Chatbot for Government

The City of Portland faced a high volume of resident service requests that were difficult to manage manually across 11 municipal websites, creating strain for staff and making it hard for visitors to quickly find the right information. To improve self-service on its CivicPlus Municipal Websites, the City of Portland turned to the CivicPlus Chatbot.

CivicPlus implemented the CivicPlus Chatbot into the City of Portland’s website, allowing it to pull from thousands of pages and guide residents to relevant content through simple interface buttons. The chatbot now automatically answers an average of 2,500 questions per month, indexes about 5,500 pages, resolves over 55% of questions correctly, and drives 700+ click-throughs per month, reducing staff workload and improving resident service.

City of Portland

Jessica Grondin

Director of Communications & Digital Services