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Overview

Surrounded by breathtaking hiking trails, parks, and other recreational spots, Aurora is home to a diverse and growing population. As the third-largest city in Colorado, Aurora is constantly evolving to keep up with its residents. 

The City of Aurora enlisted Citibot to implement additional communication channels to better serve its residents, and expand its customer-service system, Access Aurora. 

“Because of Citibot, we can be truly accessible to our citizens 24/7. It opened another line of communication for people to contact us in the way that is most comfortable and convenient for them.”

— Nikki McKnight,

Access Aurora Supervisor 

Since Citibot’s integration into City of Aurora’s website:

  • Access Aurora receives an average of 1,600 monthly communications

  • 46% of those are resident questions the bot can automatically answer using information readily available on the City’s website

  • 57% of the service requests identified by the AI were issues related to public property and noise 

Insights