Service Centers AI Chatbot

2023 NACo Achievement Award Winner

Hennepin County, Minn., MN

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About the Program

Category: County Administration and Management (Best in Category)

Year: 2023

In under four months, Hennepin County has designed, built, tested, and moved to production a scalable chatbot for residents to engage with 24/7. By focusing on a narrow scope, Service Center customers, the project team was able to include key features that address usability, accessibility, and equity within chat. This was purposefully designed to quickly gain public feedback that can then be included in future enhancements. The new chat service is designed to scale across the organization, meet the growing needs of Hennepin County Service Center customers, and prioritize the most vulnerable populations in the community.