Toronto to roll out AI chatbot for 311 service inquiries

The City of Toronto plans to introduce an AI chatbot on its 311 website to handle general public inquiries, while human agents continue to deal with more complex requests by phone. City officials said the chatbot will be part of a redesigned 311 website expected by the end of 2026. It is intended to help residents learn how to submit requests, check typical timelines for issues such as pothole repairs, and find the right service more easily. The city says the tool is aimed at reducing routine calls, since about 60% of the 1.5 million annual 311 calls are general inquiries. Additional website updates will include mobilefirst design, improved search, simplified categories, and new status updates for certain requests such as potholes, sidewalk damage, and tree pruning. The modernization work is expected to continue into 2027.