Overview

This use case showcases how Zammo Agents was used to quickly launch a 311 chatbot that helps residents open and track service requests—without writing a single line of code. By combining Retrieval-Augmented Generation (RAG) and a seamless ServiceNow integration, the bot was built in minutes and deployed across both web and voice channels.

The Challenge

311 departments often handle thousands of calls and messages each month for non-emergency services like:

• Reporting potholes
• Requesting bulk item pickup
• Submitting noise complaints
• Asking about ticket status

But many municipalities lack the time and resources to build and maintain a full-featured digital assistant that can integrate with backend systems and deliver trustworthy answers.

The Zammo Agent Solution

With Zammo Agents, a non-technical user created and deployed a fully functional 311 chatbot that could:

• Answer resident questions using trusted knowledge base content
• File and check the status of incident tickets using ServiceNow

All of this was accomplished through natural language prompts—no developers or IT involvement required.

🔎 RAG-Driven Answers from Trusted Content

The user indexed their 311 knowledge base, which included FAQs, contact info, and department policies. Using RAG (Retrieval-Augmented Generation), the chatbot was able to generate responses grounded in this content and even cite the source.

User: “When is my bulk pickup day?”

Bot: “According to our bulky item policy, pickups occur every first and third Friday of the month. [View source]”