United StatesPublic sector2020 – ongoingCity of Austin
Watson Assistant COVID-19 information chatbot
Austin deployed a COVID-19 information chatbot within 1 week
Problem
Pandemic questions overwhelmed Austin's existing information channels. Residents wanted specific answers without waiting for a phone operator or searching multiple webpages.
Approach
Austin worked with IBM to install and test a Watson-based chatbot on its website. The assistant used CDC information and local updates to answer pandemic questions. Residents could use the text assistant by early April 2020; voice access remained planned.
Results
Takeaway
A prepared question-answering product shortened deployment time, while city staff continued updating local information.
Categories
- Size
- Large enterprise
- Industry
- Public sector
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
IBM described Austin's deployment of a pandemic-information assistant within 1 week. It confirmed website use in April 2020 and distinguished the operating text service from planned voice functionality.
Full details are in the original sources.