Researchers Find Opportunities for 311 Chatbots to Foster Community Engagement

311 chatbots make it easier for people to report issues to their local government without long wait times on the phone. However, a new study finds that the technology might inhibit civic engagement.

311 systems allow residents to report potholes, broken fire hydrants, and other municipal issues. In recent years, the use of artificial intelligence (AI) to provide 311 services to community residents has boomed across city and state governments. This includes an artificial virtual assistant (AVA) developed by third-party vendors for the City of Atlanta in 2023.

Through survey data, researchers from Tech’s School of Interactive Computing found that many residents are generally positive about 311 chatbots. In addition to eliminating long wait times over the phone, they also offer residents quick answers to permit applications, waste collection, and other frequently asked questions.

However, the study, which was conducted in Atlanta, indicates that 311 chatbots could be causing residents to feel isolated from public officials and less aware of what’s happening in their community.

Jieyu Zhou, a Ph.D. student in the School of IC, said it doesn’t have to be that way.