Industry
Public Services
Channels
Web Chat, Voice AI Agent
Languages
English, Spanish
Use Cases
The City of Cape Coral, one of the largest cities in Southwest Florida serving nearly 250,000 residents, wanted to modernize how citizens accessed public services and interacted with the city online. As digital expectations evolved, the city recognized that traditional website navigation and static support experiences were creating unnecessary friction for residents trying to find information or report issues.
To improve accessibility and simplify citizen engagement, the city partnered with Yellow.ai to launch AI-powered chat and voice experiences that could guide residents conversationally, automate service requests, and integrate directly with backend city systems. Instead of redirecting users across webpages and forms, Cape Coral wanted to create a more natural and inclusive way for residents to interact with public services.
While the City of Cape Coral had already invested in digital public services, residents still faced friction when trying to navigate city resources, report issues, or complete service-related tasks online. The city recognized that improving accessibility and simplifying interactions would be critical as citizen expectations continued to evolve.
Need for simpler access to public services
Many residents struggled with traditional website navigation and digital forms, especially users who were less comfortable with technology. Finding the right information often required navigating multiple pages and manually completing processes online.
Limited accessibility for diverse citizen groups
The city wanted to create a more inclusive experience for older residents and people with disabilities who may find typing, searching, or navigating complex systems difficult. Improving accessibility became a key priority for the initiative.
Traditional AI tools lacked backend actionability
Many AI solutions the city evaluated could only surface webpage answers or redirect users to external portals. They could not integrate deeply enough into backend systems to complete tasks conversationally.
Balancing innovation with public sector trust
Because the implementation was citizen-facing, the city needed confidence that the AI would stay grounded in verified city information, avoid hallucinations, and provide reliable responses aligned with public service expectations.
The City of Cape Coral partnered with Yellow.ai to create a more natural and accessible way for residents to interact with public services. Instead of forcing citizens to navigate multiple webpages or manually fill out forms, the city introduced conversational AI experiences that could guide users through requests step-by-step.
The AI assistant was designed to stay grounded strictly in approved city website information, ensuring that responses remained accurate, trustworthy, and aligned with public sector requirements.
Unlike traditional tools that simply redirected residents to external pages, Yellow.ai integrated directly with the city’s backend systems and APIs. Residents could now have a natural conversation with the AI assistant, provide issue details conversationally, and automatically create 311 service tickets without needing to manually complete forms.
The system could also generate and return ticket numbers instantly, helping residents complete requests faster while reducing friction across service workflows.
The implementation launched with both English and Spanish support, helping the city better serve its diverse resident population.
Cape Coral also expanded into Voice AI-powered 311 support, allowing residents to report issues even after city offices closed. Citizens can now call 311 after hours to report concerns such as missed trash pickups or blocked roads, with the AI system automatically creating emergency tickets in the backend.
Volume Handled
0
K+Residents Supported
Availability
Citizen Support
Channels
0
one unified support experience
