A GenAI agent · A 24/7 county hall · A real equity gap closed
A GenAI chat agent is now the always-on front desk for 350,000+ Durham County residents. Multilingual, grounded in official county knowledge, live in 14 days, zero added headcount.
Durham County serves 350,000+ residents across dozens of departments. Every call, email, and walk-in hit one of four bottlenecks.
Answers only during business hours. Evenings, weekends, and holidays waited until Monday.
Staff spent hours on the same tax, records, and office-hours questions instead of the cases that needed them.
Many residents could not get service in their preferred language.
Dozens of departments meant the answer depended on who picked up.
Envyro designed, built, and deployed a GenAI support agent on Botpress, embedded on dconc.gov as the first point of contact for any resident inquiry — grounded in official county information, with misinformation safeguards and full conversation analytics.
Built and maintained by Envyro · Deployed on dconc.gov in March 2025.
Department-specific answers sourced directly from dconc.gov.
Auto-detects each resident's language. Same quality in every one.
Validation against hallucinated or incorrect answers — where accuracy is non-negotiable.
Topic analysis, sentiment, and resolution metrics feed continuous refinement.
Nearly 9 in 10 residents get a complete answer without ever waiting for a staff member — in their preferred language, at any hour, with no inconsistencies between departments. This is what production-grade civic AI looks like.
Same residents, same questions — a different experience on both ends of the line.
Across 10,000+ conversations, the agent is shouldering work for every part of county government — not one or two departments.
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