A county's 311 assistant handled 40,000 conversations in year one
Civic Marketplace reports Prince William County, Virginia, put Citibot's assistant 'Will' on its 311 line in May 2025. In year one Will handled nearly 40,000 of about 90,000 resident interactions, mostly tax and real-estate questions. Vendor-influenced case study, October 2026.
- Agent or tool
- Will (Citibot)
- Topic
- Customer Support
- Reported on
- News (Civic Marketplace)
- Added
- 2026-10-29
Why it matters
Support is repetitive and time-sensitive. Agents can draft answers, look things up and handle simple requests, so people can focus on the tricky ones. It is one of 21 sightings filed under Customer Support on Agent Sightings (number 15 by interest), and one of 1 involving Will (Citibot).
How you could try it
Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into Will (Citibot) or any similar agent and adjust the details to your situation.
Answer residents' tax and real-estate questions day or night, and transfer to a live agent when the question is outside what you can answer.
Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.
Source
Read the original first-hand account on News (Civic Marketplace): https://www.civicmarketplace.com/news/how-prince-william-county-handled-nearly…. Our summary is a paraphrase; details are in the source.
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