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Gloucester Township Launches Automated Web Assistant for Township Website

The new chatbot provides a better web navigation experience and efficient customer service

Gloucester Township, NJ – Gloucester Township announces the launch of a new feature to its customer service platform, Citibot. Citibot now includes an accessible, fully integrated web chat assistant to help automate customer service for the Township’s website visitors. The chatbot was launched in partnership with Citibot, the leading provider of interactive chat solutions for local government. The Township previously launched its text-based version of Citibot in August 2018.

Citibot Web Chat is a built-in web assistant that integrates with the municipal website and interacts with visitors to make it easier for them to get quick answers to questions, submit service requests, and directly contact staff. Developed leveraging the latest AI-driven chatbot technology, machine learning and natural language processing, Citibot Web Chat is able to handle the day-to-day needs of government and residents and also has a specific capability to respond to COVID-19 questions and needs.

Gloucester Township’s Citibot Web Chat assistant can be found on the Township’s website where both desktop and mobile users will notice the feature on the bottom right section of their browser window. Clicking on the icon launches a chat window, greeting residents and prompting them to enter their questions or service requests.

“Government websites are rich with content, which makes it hard for some residents to quickly find the information they need,” said Bratton Riley, CEO of Citibot. “We’re excited to launch Citibot Web Chat with Gloucester Township to help provide a better web experience while improving efficiency and customer service. We can have an interactive chat on our favorite vendor’s website as opposed to being on hold or waiting for an email response. Now we can do the same with our local government’s website.”

Gloucester Township is among the first municipalities in the country to implement Citibot Web Chat.

“Communication expectations are always growing, and local governments need to make sure residents can reach their administration quickly using communication channels they prefer. Today we are excited to be able to offer one more convenient feature to simplify web browsing for our residents even further. The Citibot automated website chat feature provides our community with an additional platform to get in contact with Gloucester Township quickly and efficiently,” said Mayor David Mayer.