Prince William County Citibot Will/Willow AI-enabled 311

L3 · Conditional Verified · Production Municipal / Local Government Operations

Prince William County, VA launched PWC 311 (May 2025) with Citibot chatbot Will and voice bot Willow as a multi-channel 311 front door; county-reported early results include 36,082 Will inquiries, 5,264 Willow interactions, 63,750 total interactions, expansion 35→50 service-request types, and apology-rate improvement 25%→11% (reported by PWC Works / Citibot)

Problem

Fragmented departmental doors left residents unsure where to ask for information or non-emergency services (reported by Citibot / PWC)

Workflow

Resident engages Will on county web pages, Willow voice after hours, app, email, or phone
AI answers from scheduled county knowledge base / creates service requests
Unanswered questions (apology rate) feed content and service-design improvements
General Requests patterns spawn new service categories; SLAs tracked at 30/60/90 days

Human-in-the-loop: Live agents handle complex empathy cases; staff own content updates from apology-rate analytics.

Tools & stack

Tools

Citibot Will chatbot
Citibot Willow AI voice
PWC 311 portal

Integrations

County website
Service-request workflows
Knowledge articles (800+)

Frameworks

None listed

Prerequisites

Cross-department 311 operating model
Knowledge article ownership
Service-request taxonomy

Risks & limitations

Risks

Apology-rate gaming
Channel fragmentation if not unified
Privacy of chat logs

Limitations

Exact board-meeting date for PWC Works post not on page
Citibot article authored by Citibot CRO—pair with county numbers

Outcomes & evidence

Reported outcomes

36,082 Will inquiries; 5,264 Willow interactions; 63,750 total PWC 311 interactions
Reported by Prince William County · Source (pwcworks.pwcva.gov)
Service types 35→50; apology rate 25%→11%; 64k+ Will queries with little advertising
Reported by Citibot / PWC · Source (citibot.io)

Evidence

first-party county news; undated page, accessed 2026-10-15 (2026-10-15)
The PWC 311 chatbot, Will, handled 36,082 inquiries
vendor case study with named PWC staff (2025-09-08)
reduced its AI apology rate from 25 percent to 11 percent

Vendors & implementers

Citibot

Review history

Last reviewed 2026-10-15 by Research Chief (agent).

2026-10-15: Added in batch-08; sources fetched and key figures confirmed; figures attributed.