Corporation Transforms Citizen Engagement for U.S. City
2,500+
24%
Learn how a multinational technology corporation partners with Pryon to provide a fully interactive solution to a city government for citizen engagement and self-service.
Industry
State & Local Government
use case
Improve information accessibility and drive citizen engagement with multilingual GenAI digital assistant powered by Pryon RAG Suite
Problem
Residents struggled to access information on the dense, monolingual city website
A U.S. city with a diverse and multilingual population of over 200,000 residents sought to enhance its citizen engagement by improving access to information about city resources and services. Nearly a quarter of the city’s residents (24%) do not speak English, making the monolingual city website a significant barrier to accessing essential information.
The website's extensive content scattered across over 35,000 webpages also posed a challenge, as citizens struggled to find relevant information quickly. The site was so vast that even the city was unaware of everything it contained, leading to outdated and inconsistent information. These difficulties led to a surge in phone calls and emails to the city's call center operators, resulting in long wait times, increased resource costs, and reduced citizen satisfaction.
SOLUTION
Partnering to improve information accessibility for residents with a multilingual GenAI digital assistant
To tackle its information accessibility challenges, the city engaged a leading multinational technology company in hopes of finding an innovative solution.
This tech company partnered with Pryon to introduce a fully interactive and multilingual GenAI digital assistant, powered by Pryon RAG Suite. Leveraging Pryon’s retrieval-augmented generative (RAG) framework and custom-developed natural language processing (NLP) technologies, the digital assistant effectively understands and responds to residents' queries about city services and community resources through a realistic avatar. Using Pryon's best-in-class retrieval technology, the digital assistant sources precise answers from thousands of documents on the city's website, ensuring both accuracy and consistency.
The digital assistant supports multiple languages, enabling non-English speaking residents to access information in their preferred language through voice and text, improving accessibility for the entire population. Moreover, the GenAI digital assistant enhances the resident experience by providing answers through a human-like avatar instead of a traditional text-based chatbot. This approach makes the interaction more intuitive, engaging, and user-friendly.
Results
Pryon-powered GenAI digital assistant boosts accessibility, engagement, efficiency, and cost savings for city
The implementation of the GenAI digital assistant, powered by Pryon RAG Suite, has significantly advanced information accessibility and civic engagement for the city.
Notable outcomes include:
- Immediate responses sourced from over 2,500 URLs
- Enhanced accessibility with multilingual voice and text support
- Increased citizen engagement
This collaboration between Pryon and the multinational technology corporation on the GenAI digital assistant has enabled the city to set a new benchmark for civic engagement and information access. The digital assistant has helped the city and its residents to overcome language barriers, streamline resource navigation, and strengthen citizen engagement.