PRINCE WILLIAM COUNTY, Va., Sept. 01, 2026 (GLOBE NEWSWIRE) — Prince William County, Virginia, is sharing how it is using artificial intelligence to make County services easier to access and improve the information residents receive.
In a new case study developed with Citibot, How Prince William County Built a More Trusted Resident Experience With Citibot, the County details its unified 311 model, which connects residents to information and non-emergency services through web chat, phone, email, text, mobile, service requests, and AI voice.
The County’s Citibot AI assistant, Will, has supported more than 64,000 resident interactions with little to no advertising. By using unanswered resident questions to identify content, search, accessibility, and service-pathway gaps, Prince William County reduced its internal AI “apology rate” – interactions in which the assistant could not provide a useful response – from 25% to 11%. The County also expanded its available service-request types from 35 to 50, with plans to continue growing access based on resident demand.
“Residents should not have to understand the internal structure of the County government to get help,” said Katherine Hanson, 311 Operations Technical Lead, Prince William County.” Our goal is to create a reliable front door to County services while using resident feedback to improve the information and pathways available to them.”
Prince William County uses Citibot’s controlled knowledge base, built on trusted County resources, to provide residents with around-the-clock support. The County also introduced Willow, an AI voice capability, to help after-hours callers explain their needs in natural language and receive guidance without navigating traditional phone menus.
“The strongest government AI programs do more than answer questions,” said Mary Frances Coryell, Chief Revenue Officer at Citibot.” They reveal where residents encounter friction and give agencies the evidence to improve their content, service design, and overall resident experience.”
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Media Contact: Tanner Bailey, Marketing Coordinator, marketing@citibot.io
