AI voice and chat agents for 311 lines, clerk's offices, and public works: they answer "when is bulk pickup" on the first ring, file the pothole report with a confirmation number, look up request status, and speak your residents' languages - nights, weekends, and snowstorms included. Your staff keeps the calls that need a person.
Press Initiate call - a resident reporting an issue, start to confirmation number.
Our AI chat agent is live on this site — open it and ask anything. Same agent, real answers.
Opens the chat widget in the corner.
Municipal call centers are running short-staffed, turnover is chronic, and language access obligations keep growing - while residents expect the same instant answers they get everywhere else. The cities getting ahead aren't hiring their way out. They're answering the routine automatically.
Residents call about the missed pickup at 7 PM and the burst pipe at midnight. Voicemail means the request is lost, repeated tomorrow, or escalated to an angry council email.
Title VI language access plans are hard to staff for two languages, let alone ten. An agent that answers natively in the caller's language turns an obligation into a service residents actually praise.
A snow emergency or outage turns a 3-person desk into a 45-minute hold. AI answers every line at once - takes the report, gives the status, and frees your people for the calls that are actually urgent.
Your published number connects to an agent that runs your knowledge base and your intake rules - trash schedules, permit hours, parking rules - and files real service requests in the system your crews already work from.
Day, night, weekend, holiday. Emergencies are screened up front - "if this is a life-threatening emergency, hang up and dial 911" - and utility emergencies warm-transfer to your on-call, every time.
Collection schedules, facility hours, permit requirements, parking rules, meeting agendas - answered from your website and documents only. If the city hasn't published it, the agent says so and routes the caller.
Pothole, missed pickup, streetlight out, noise complaint: the agent captures location and details, creates the service request in your work-order system by API, and reads the confirmation number back.
Residents call back with a confirmation number and get live status. Every call ends with a summary and a reason code - your department heads see what the city is calling about without pulling a single recording.
This is not a replacement for your call-takers - it's the shift nobody can staff. The agent handles the routine and the after-hours; your people get warm transfers with full context, and the city keeps a complete, auditable record of every conversation.
Potholes, missed pickups, streetlights, code complaints, dead animals, graffiti - captured with location and detail, filed by API into your work-order system, confirmation number read back on the call.
"Is my pothole fixed yet?" - residents give the confirmation number by voice or keypad and get live status from your system, instead of a callback that never comes.
25+ languages on voice, 100+ on web chat, with dedicated lines per language where you want them. Summaries land in English for your staff regardless of the call language.
Different behavior open vs. closed: transfer to the clerk's desk at 2 PM, take the full report and promise the morning callback at 2 AM. Holiday schedules included.
Snow emergency, outage, election day: every line answered simultaneously, a storm-mode script you flip on, and real-time reason codes so the EOC sees what residents are reporting as it happens.
Every call classified - service request, information, status check, complaint, transfer - with summaries pushed to your systems by webhook. Council-ready numbers on what the city calls about.
Verlingo agents run production phone lines for a New York firm serving municipal and healthcare clients - multiple numbers, English and Spanish, government-client flows, every call verified, logged, and reason-coded. The same platform, pointed at your front desk.
No rip-and-replace, no new software for your departments. The agent sits in front of what you have - your published numbers, your work-order system, your website - and its tools call your APIs live on every call.
Service requests created and looked up in the platform you already run - Cityworks, Accela, Salesforce, Lucity, or your own - via API, with the confirmation number from your system, not ours.
Point or port the numbers residents already know - the 311 line, the clerk's desk, public works. Bring your own telephony on enterprise plans.
The knowledge base builds from the pages and PDFs you already maintain - schedules, ordinances, FAQs - and stays current as you update them. Publish once, answer everywhere.
No - it covers the hours and volume you can't staff. Most cities start with after-hours and overflow only: your team answers exactly as today during business hours, and the agent takes nights, weekends, holidays, and the calls that would otherwise sit on hold. Staff get warm transfers with full context, and routine lookups stop reaching their desks. It's the shift you could never hire for, not a headcount replacement.
Emergency screening comes first, on every call: callers reporting a life-threatening emergency are told to hang up and dial 911 immediately. Categories you define as urgent - water main breaks, gas odors, downed lines, sewer backups - warm-transfer to your on-call staff at any hour, every time. These are hard rules the agent cannot talk its way around.
Yes - by API into the work-order platform you already run (Cityworks, Accela, Salesforce, Lucity, or your own). The agent captures the request type, location, and details, files it live during the call, and reads your system's confirmation number back to the resident. Callers can also check status later with that number.
Voice agents speak 25+ languages with native-quality voices; web chat covers 100+. You can run dedicated lines per language or let one line handle them all. Call summaries are written in English for your staff regardless of the call's language - a practical backbone for your Title VI language access plan.
You should assume yes - and the platform is built for it. Every call produces a transcript, summary, and reason code, exportable for your FOIA/public-records workflow, with retention configured to your records schedule. Your records officer gets a complete, searchable record instead of a box of recordings.
That's your policy to set, and most cities choose to disclose - the agent identifies itself as an automated assistant in the greeting. Any caller can ask for a person and will be transferred during staffed hours, or have a callback logged after hours. Residents forgive automation; they don't forgive voicemail.
It answers only from sources you approve: your website, your documents, your schedules. If the answer isn't in those sources, it says so and routes the caller to the right office - it does not improvise ordinances or policy. You can review any conversation and tighten the knowledge base over time.
Many cities start under their small-purchase threshold with a simple quote or P-card: an after-hours pilot on one line is a monthly service, not a capital project. For larger deployments we work within your procurement process and provide the documentation it requires. The pilot gives you real numbers to justify whatever comes next.
Weeks, not budget cycles. We build the knowledge base from your website and documents, configure your escalation and emergency rules with you, connect your work-order system, and go live on one line - typically after-hours first - with success metrics you define: calls answered, requests filed, residents served in-language.
Municipal deployments are scoped per engagement - implementation, platform, and usage - because a town of 8,000 and a city of 300,000 are different projects. The pilot conversation is where we put real numbers on your call volumes. Bring last month's call count; we'll bring a working agent you can call in the meeting.
Pilot after-hours on one line for 90 days, with metrics you define. Bring last month's call volume - we'll bring a working 311 agent you can call before the meeting ends.
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