South Broward News

The City of Fort Lauderdale is pleased to announce the launch of its new customer service platform, Ask FTL. Ask FTL includes an accessible web chat assistant on the City’s website and a text message feature. It was launched in partnership with Citibot, the leading provider of interactive chat solutions for local government.

Ask FTL empowers residents with swift access to answers, information on city services, and easy submission of service requests. Developed using state-of-the-art AI-driven chatbot technology, the platform automates and scales customer service efforts for both staff and residents. Ask FTL efficiently manages the daily needs of government and residents, facilitating two-way communication in 71 languages through the power of Amazon Translate.

Ask FTL’s web chat service can be found on the city’s website (www.fortlauderdale.gov) 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.

To start a conversation via text message, residents can text “Hello” to (866) 938-9385. Ask FTL immediately responds with a short greeting explaining the ways residents can use the service and a link to sign up for text message notifications.

If at any time during the interaction a Fort Lauderdale resident needs assistance or help from City staff, they can send in a message with Ask FTL and the appropriate staff member can follow up with them.

“This is a testament to our dedication to providing the best customer service to our neighbors while utilizing the latest in technology. This AI-powered chatbot can be accessed from anywhere anytime," said City Manager Greg Chavarria. "We want to make it as easy as possible for people to get the information they need, and this is a major step in that direction."

Based in Charleston, SC, Citibot LLC was formed in 2016 with a mission of making cities and counties accessible for all. Bratton Riley, Citibot’s co-founder and CEO, was inspired by the evolution of the conversational chatbot and its ability to help governments be more accessible and accountable to every resident.

“People’s expectations of high-quality customer service are ever-increasing,” said Riley. “Cities like Fort Lauderdale are leading the way by delivering powerful solutions to maximize efficiency and enhance access to information and vital services.”

Original source can be found here.