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July 15, 2025
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Chatbots and SMS for Government Services
- Increase customer satisfaction
- Decrease wait and hold times
- Offer multilingual options for all community members
- Adapt content for different literacy levels to help more citizens find what they need
- Implement quickly and receive full design and technical support by our team
- Designed to reduce call volume and staff burden by offering automated answers and workflows 24/7
- 2–way text messaging to remind, prompt, and encourage individuals to access services or attend events/appointments
Chatbot features:
- Omnichannel: Meet people where they are. Use the Chatbot on your websites, via SMS, Facebook Messenger, WhatsApp, and more.
- Robust Reporting: Real-time data on top questions asked, intent, trends, and other performance metrics.
- Easy to Use: Cut and paste a few lines of code on your website and that's it -- no long integration process.
- Easy to Update: CCL trains the chatbot so it gets smarter over time. We'll help it address new questions and the different ways your citizens word their inquiries.
- Include your FAQs: Have a FAQ list ? CCL can quickly integrate that info into the Virtual Assistant to make content changes quick and easy.
- Cost-effective: The cost to answer one question via Chatbot is $0.25 compared to live agent calls at $6-$23. We'll even help you track your cost savings.
Impact Spotlight: California City Chatbot
*estimate over one year
Text Messaging Features:
- Broadcast SMS to alert citizens: We'll even validate your phone number list to ensure SMS go to mobiles and IVR (robocall) to landlines.
- 2-Way SMS: Ask citizens to respond back confirming appointments, verifying info, or answering daily check-in questions.
- Easy to Update: Add new programs to the platform and engage with different groups in different ways.
- Flexible Workflows: Program messages to be sent at certain times, in any language, and in any frequency.
- HIPAA Compliant: As safe and secure as it gets.
- Robust Reporting: Real-time data on top questions asked, intent, trends, and other performance metrics.
Impact Spotlight
Minnesota Census Awareness Campaign
1.4M+ citizens reached via text and robocall in under 24 hours
4 languages offered (English, Spanish, Hmong, Somali)
Chatbot offered a HelpDesk for citizens to ask questions and receive additional resources, freeing up staff time.
Click the photo to read the Minnesota Census Case Study Blog Post
Interested in adding a chatbot to your city's website,
or using text to engage with more citizens?
Check out our blog for tips and best practices for designing an equitable digital outreach solution for your community.
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