AI Agents for 311 Services
Every citizen call answered in seconds. Service requests created, routed, and tracked — without hold times, missed calls, or manual data entry.
Inbound Call Handling
AI answers every 311 call within seconds — 24/7, including nights, weekends, and holidays. It captures issue type, location, description, and severity, then gives the citizen a tracking number before ending the call.
Smart Department Routing
Based on issue type and severity, every service request is automatically routed to the correct department — Public Works, Sanitation, Water/Sewer, Code Enforcement, Parks, Transportation, or Animal Control. Configurable to match your city's structure.
Citizen Status Tracking
Every caller gets a tracking number. When they call back, the AI pulls the current status from your work order system — scheduled, in progress, or completed — without human involvement. Outbound notifications on resolution are automatic.
System Integration
Every service request flows directly into CityWorks, Accela, Tyler Technologies, ServiceNow, or your city's work order platform. No duplicate entry. No requests lost between the phone call and the system.
Live in Four Weeks
Flexbone deploys AI agents tailored to your city's 311 categories, department structure, and work order platform.
Week 1 — Discovery
We learn your 311 categories, department routing rules, work order system, and call volume patterns. No guesswork.
Week 2 — Build & Integration
AI agents are configured with your issue taxonomy and connected to CityWorks, Accela, or your platform. Phone system integration goes live.
Week 3 — Go Live
Real citizen calls handled by AI. Your team monitors, reviews, and approves escalations during the supervised ramp-up period.
Week 4 — Optimization
We tune routing accuracy, refine edge-case handling, and train the system on your city's specific patterns. Flexbone engineers stay forward-deployed.
Built for Municipal Operations
AI agents configured for the service categories your city handles every day.
Public Works & Roads
Potholes, streetlight outages, sidewalk damage, traffic signal issues. AI captures location, severity, and photos via SMS, then routes to the right crew.
Code Enforcement
Property maintenance violations, zoning complaints, illegal dumping. AI logs the complaint, geocodes the address, and creates the inspection order.
Sanitation & Waste
Missed pickups, bulk item collection, recycling questions. AI schedules pickups, confirms routes, and notifies citizens of collection changes.
Water & Sewer
Main breaks, service disruptions, billing inquiries. AI triages emergencies to dispatch and handles routine questions without agent involvement.
Parks & Recreation
Facility reservations, program registration, park maintenance reports. AI books facilities, registers participants, and logs maintenance issues.
Animal Control
Stray reports, bite incidents, wildlife complaints, lost pet matching. AI captures animal description, location, and urgency level for dispatch.
Encryption
AES-256 at rest, TLS 1.3 in transit. All citizen data encrypted end-to-end.
FedRAMP Aligned
SOC 2 compliant, CJIS-ready. Built for government data requirements.
Full Audit Trail
Every call logged with transcript, timestamp, and structured metadata.
Access Controls
Role-based permissions with MFA. Configurable per department.
Frequently Asked Questions
Flexbone's AI answers every 311 call within seconds, 24/7. It identifies the issue type, captures the location and details, creates a structured service request, routes it to the correct department, and gives the citizen a tracking number — all in under 2 minutes.
AI handles all standard 311 categories: potholes, missed trash, streetlight outages, noise complaints, abandoned vehicles, code violations, water issues, parking complaints, graffiti, park maintenance, and animal control. Routing rules match your city's department structure.
Yes. Every service request flows directly into CityWorks, Accela, Tyler Technologies, ServiceNow, or your city's work order platform. No duplicate entry, no lost requests between the call and the system.
Every caller receives a tracking number. When they call back, the AI retrieves the current status from your work order system — scheduled, in progress, or completed — without any agent involvement.
Flexbone is FedRAMP-aligned and CJIS-ready with SOC 2 compliance. All data is encrypted with AES-256 at rest and TLS 1.3 in transit, with role-based access controls and complete audit trails.
Every Call Answered. Every Request Tracked.
See how AI agents can transform your city's 311 services — from unanswered calls to automated operations.