AI-powered government chatbots for 24/7 citizen support
Technology that helps governments better serve their constituents
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Illustration of government communications that are available to citizens wherever they are
Give citizens better and faster answers with AI-driven automation

Whether it’s an unexpected natural emergency or helping a citizen with a question about public services, your ability to answer every inquiry in a timely manner has never been more important—or more challenging. At the same time, new regulations are requiring state and local governments to uplevel the citizen experiences they deliver. watsonx Assistant’s advanced AI chatbots use natural language processing (NLP) to streamline fast, accurate answers that deliver elevated experiences with measurable cost savings and rapid ROI, brought to you by the global leader in conversational AI.

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Deliver superior constituent support
Agent Assist

Empower citizens to access basic inquiries, enabling them to get answers to basic inquiries for anything from questions about paying bills to upcoming events—all with built-in IBM security features.

Digital citizen support

Deliver your best self-service support experience across all citizen engagement points and seamlessly integrate AI-powered agents with existing systems and processes. Enable citizens to get the latest community updates, 24/7.

Voice citizen support

Leading natural language understanding (NLU) paired with advanced clarification and continuous learning helps achieve better understanding and sharper accuracy.

What you can do
Integrations with existing backend technology Leverage seamless integrations with multiple channels and backend systems, and deploy on multiple channels. Pre-defined government-specific templates help your team launch quickly. Learn about integrations

IBM Watsonx Natural Language Understanding IBM Watsonx® Natural Language Understanding uses deep learning to extract meaning and metadata from unstructured text data. Helps ensure chatbots set the right tone—on apps, government websites, by phone, and more.

Leverage low-code and no-code capabilities Minimize the need for developers. Rapid training empowers government employees to build and maintain advanced conversational flows without any programming knowledge. Learn about visual builder
We were able to stand up the watsonx Assistant for Citizens chatbot platform very quickly. It was a ‘just add water’ solution for the City of Austin. Alicia Dean Marketing Communications Consultant City of Austin Read the full story
Results Public sector realities 1 week Rapid deployment

The city of Austin, Texas was able to deploy watsonx Assistant in just one week to meet the public’s need for pandemic-related information 24/7.

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95% Managing call volume

London Borough of Redbridge reported a 95% satisfaction rate among users of their chatbot during the Christmas period.

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>800 Shifting expectations

watsonx Assistant chatbots handle 6,200 calls per month for New Jersey, which translates to over 800 hours in time saved.

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Case studies New Jersey Department of Community Affairs

The State of New Jersey makes it easier for citizens to keep warm by quickly avoiding power shut-offs. 6,200 calls are handled automatically in a month.

Via Metro Transit

An AI chatbot named Ava helps answer customer questions and predict bus arrival times 3,000 times a month, freeing up department staff.

Maricopa County

Even in the first month, watsonx Assistant handled ~70% of conversations without human intervention, saving staff from handling inquiries directly.

Technical questions

According to G2 Crowd, IDC, and Gartner, IBM’s watsonx Assistant is one of the best government chatbot builders in the space with leading natural language processing (NLP) and integration capabilities.

Our enhanced intent detection model is faster and more accurate than our previous ones, combining traditional machine learning, transfer learning and deep learning techniques in a cohesive model that is highly responsive at run time. Based on a study (link resides outside IBM), this model is also more accurate than IBM’s main competitors, outperforming Google Dialogflow by 5.6% and Microsoft LUIS by 14.7%.

Not only does our model surpass the competition, but IBM’s watsonx Assistant makes it incredibly easy to get started with a host of resources, such as templates, one-click integrationsguided tutorials, SMEs and more. IBM watsonx Assistant adapts to the needs of the citizen.

watsonx Assistant puts the control in your citizens’ hands, allowing them to answer their own basic inquiries and learn how to perform a wide range of functions related to your product or service.  It can do this at scale, allowing you to focus your human resources on higher business priorities.

When a citizen does require human intervention, watsonx Assistant uses intelligent human agent handoff capabilities to ensure residents are accurately routed to the right person. With watsonx Assistant, the residents arrive at that human interaction with the relevant data necessary to facilitate rapid resolution. That means people get what they need faster and more effectively, without the frustration of long hold times and incorrect call routing.

With watsonx Assistant, no developers are required. This intuitive platform helps get you up and running in minutes with an easy-to-use drag and drop interface and minimal operational costs. Easily customize your chatbot to align with your visual identity, and then intuitively embed it into your website or mobile applications with a simple cut and paste. Built with IBM security, scalability, and flexibility built in, watsonx Assistant understands any written language and is designed for safe and secure global deployment. Turn it on today and empower your team to realize the benefits of happier constituents, increased efficiency and cost savings, and a more efficient, effective government—without having to hire a specialist.

Yes, you can deliver an omnichannel experience to your citizen, deploying to apps, such as Facebook Messenger, Intercom, Slack, SMS with Twilio, WhatsApp, Hubspot, Wordpress, and more. Our seamless integrations can route callers to your telephony and interactive voice response (IVR) systems when they need them.

Citizens look to their state and local governments in time of need, and the call center is often the first stop. Whether it’s a natural disaster, a quickly spreading pandemic, or they are just looking for guidance on how to pay a bill, citizens shouldn’t be forced to count the minutes in wait time to speak to a human agent when chatbot technology can provide instant responses. And it’s often during unexpected emergencies where people desperately need guidance that call volumes spike.

IBM watsonx Assistant uses natural language processing (NLP) to elevate citizen engagements to a uniquely conversational level. IBM’s advanced artificial intelligence technology easily taps into your wealth of insurance system data to deliver the right answers at the right time through robust topic understanding and AI-powered intelligent search, with more complex calls being routed to the appropriate human agents.

Take the next step

Ready to transform your citizen’s support experience? 


See what watsonx Assistant can do when you schedule a personal demonstration with a product specialist or take a self-guided tour.

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More ways to explore Documentation How to build a chatbot Learning Community