Connecting City Systems Builds Resident Trust — Edinburg, Texas Shows What That Looks Like in Practice

The City of Edinburg is showing how AI can make information across government systems easier for residents to access.

Launched in 2026, Ask Edinburg, built on Citibot, brings information from CivicClerk, Municode, the City’s events calendar, Esri GIS layers, and website into one conversational experience.

Whether someone wants to know what happened at the latest City Council meeting, when a utility service is available or what events are happening this weekend, Ask Edinburg provides a simpler place to start. It also remembers the context of the conversation, allowing residents to ask natural follow-up questions—such as which events are free or appropriate for a teenager—without starting over.

Early results from Ask Edinburg

Citibot’s engagement analytics help Edinburg measure performance, understand resident sentiment and make data-driven enhancement to their agent’s knowledge source content and integrations. Since launch, residents have quickly adopted Ask Edinburg for practical, everyday needs.

• 3,300+ resident communications

• 2,000 unique sessions

• 89.6% of questions answered without a human handoff

Trending topics are clear, led by Utilities with 509 interactions (including 389 mentions of water), followed by 380 conversations about events and 331 regarding City Council matters.

A simpler more accessible experience

These results demonstrate the value of connecting the systems a city already uses to create a single, accessible front door for residents powered by Citibot’s Resident Service Platform.

"Our goal with Ask Edinburg was to make it easier. Residents shouldn't have to know which system holds what information. They should be able to ask a question in their own words and get connected to the information they need. By bringing our existing systems together through AI, we're creating a simpler and more accessible experience for our community."

— Daniel Vera, Director of Information Technology, City of Edinburg

Citibot proudly supports local government agencies, like Edinburg Texas, with resident service agents for web, text and phone—answering questions, guiding residents through services, accepting requests and connecting with the systems staff already use. Citibot Refresh continuously improves the government information that powers those interactions.