Toronto launches AI chatbot to handle routine 311 inquiries by end of 2026

Toronto is rolling out an AI chatbot to answer general inquiries on its redesigned 311 website, launching by the end of 2026. The bot will handle routine questions while human agents focus on complex issues.

The city's 311 service receives 1.5 million calls per year, with about 60 per cent being general inquiries — exactly the kind the chatbot will address. Danielle Seraphim, head of the city's customer experience division, said the bot could help residents understand how to file requests or find out how long it takes to fill a pothole.

"The most exciting thing is supporting the residents to give them that feeling, what they're used to in their day to day lives and how they use their own apps, having that same experience with the government," Seraphim told reporters at city hall on June 17.

Agents already use AI internally to help respond to questions spanning 650 city services. The new website will also feature a mobile-first design, simplified search functionality, and clearer categories so residents don't need to understand city jargon to file a request to the right team.

The city is also rolling out "closing the loop" features for certain request types, including notes and milestones. Milestones will let someone know if their request has been inspected and if work is scheduled, while notes will explain why outcomes may differ from expectations. These features will first be available for the city's most popular requests: potholes, sidewalk damage, and tree pruning.

When asked about privacy and security concerns, Seraphim said the city is following a "detailed project plan" for both. However, a report to the executive committee Tuesday did not outline specific safety or privacy guardrails. The modernization plan continues into 2027 with a full portal redesign beyond just the homepage.