Schaumburg launches new 24/7 AI assistant, a resource for residents with questions

The village of Schaumburg is launching a 24/7 AI assistant on its website to help answer community related questions and refer residents to resources.

“Serena Says” is named after Serena the swan, who lives in a pond at the village Municipal Center. The chatbot launched publicly Tuesday after a “soft launch” on Oct. 9, according to Schaumburg’s Director of Communications and Outreach Kassondra Schref.

“We know our residents want fast, reliable answers,” Village Manager Brian Townsend said. “Serena Says gives our community a simple, convenient way to connect with us on their own schedule.”

According to a press release, Serena Says is capable of answering simple questions like “How do I pay my water bill?” or “When is yard waste pick up?” It can also connect users with the right staff to answer any more detailed and specific questions.

The AI was developed by a company called Citibot, which “specializes in automated chat solutions crafted for government agencies,” according to its website. It’s accessible through a “chat icon” in the bottom right corner of The Village’s website, according to the release.

Schaumburg started working with Citibot in May of this year, Schref said. The village chose the developer after evaluating and reviewing “several leading chatbot solutions.”

“The direction from the village Manager’s Office was clear: to identify a modern, people-friendly platform that enhances accessibility and supports the village’s strategic commitment to innovation and transparency” Schref said.

For people who would prefer to text, Serena Says can also be reached at 877-730-8877. By messaging “Hello,” users can interact with the chatbot without navigating to The village’s website.