Winnipeg 311 to try out AI chatbot even though wait times for calls have dropped below 2 minutes
Winnipeg’s 311 service is planning to try out an artificial intelligence chatbot this spring, even though the average wait time to speak to one of the city’s human customer service agents is down below two minutes.
The city’s 311 service will roll out the AI chatbot on the city’s website as a pilot project sometime between April and June, communications director Felicia Wiltshire told city council’s executive policy committee during a 2025 budget presentation.
Right now, Winnipeggers can access 311 by calling the number, emailing 311 or filling out a form on the city’s website. The average wait time for calls has dropped from 11 minutes and 42 seconds in 2021 to one minute and 43 seconds in 2024, said Wiltshire.
Wiltshire said AI “is not always perfect” and she doesn’t want to launch a chatbot without ensuring it works well enough to prevent frustrated customers from flooding the 311 phone service.
“I don’t want to send them to a new service if we’re not confident in its ability to answer questions,” Wiltshire said in an interview following her budget presentation at city hall.
“The city offers a lot of services and even from 311’s perspective, navigating departments is sometimes complex.”
During the committee meeting, Coun. Evan Duncan (Charleswood-Tuxedo-Westwood) said all billion-dollar corporations have AI chatbots and Winnipeg ought to have one of its own.
The city has an operating budget projected to be $1.4 billion this year.
Wiltshire said 311 has improved its phone response times by adding staff and building flexibility into the way it calls in staff during peak periods.
“When we experience significant events like an unexpected snowfall, we know have a better ability to call additional staff in on overtime and now still fit within that budget,” she said.
The city’s 311 service now has a complement of 98 people and a $6.5-million annual budget, according to the city’s budget.
A plan to phase out emails to 311 is on hold due to increasing emails to the service, Wiltshire said.
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