Denver Explores AI Voice to Expand 311 Support

Denver is exploring a new way to help residents connect with city services: conversational AI for its 311 phone line. A recent 9NEWS report examines the proposed expansion of the city’s partnership with Citibot, which could bring AI voice support to residents calling with questions about city services.

Under the proposed approach, callers could ask questions naturally and receive answers drawn from city-approved information. Residents who request a person would be transferred immediately to a live agent, keeping human support within reach. At Citibot, our goal is to make everyday questions easier to resolve while giving city staff more time to help residents with complex needs.

For local governments, this conversation raises an important question: how can AI make getting help easier? Answering routine questions through AI can give residents another way to find information while allowing staff to focus on requests that need more time and personal attention. Clear communication about how the technology works—and how to reach a person—is essential to building trust.

Watch the 9NEWS report below for a closer look at Denver’s proposed approach and the conversation surrounding AI in resident services.