In an effort to enhance accessibility and streamline information access, Maricopa County has introduced a cutting-edge virtual assistant. This AI-powered tool, developed in partnership with IBM, is designed to offer residents seamless access to county programs and services around the clock.
“With this enhancement to Maricopa.gov, we are giving residents a way to find information about county services faster, anytime they want, with fewer steps,” stated Maricopa County Board of Supervisors Chair Kate Brophy McGee, District 3. Residents can still use traditional methods like search bars and menus, but the AI chat experience offers a modern alternative. It’s part of a larger initiative to deliver personalized and efficient service.
Introducing Mari
Known as “Mari,” this virtual assistant appears as an orange circle on the Maricopa.gov website. Unlike basic keyword search tools, Mari utilizes AI to interpret inquiries and guide users to relevant information across various county websites. Within weeks of its launch, Mari has efficiently addressed queries about topics ranging from pet adoption to public health. Users can ask questions in natural language, specifying personal preferences, like wanting a pet compatible with other animals.
Responses from Mari include links to official county sources for users seeking more details. By handling frequent questions, Mari allows staff to focus on more complex issues.
“I’m proud to see Maricopa County exploring new ways to make government services more accessible and responsive,” remarked Elliott Aten, General Manager, U.S. West Region. “Mari helps connect people to answers more quickly while supporting governance, transparency, and human oversight.”
Ensuring Responsible AI Use
Recognizing the importance of oversight in AI, Maricopa County has integrated IBM watsonx Orchestrate technology with robust safeguards to ensure responsible use. Mari operates on publicly accessible county data and includes several protective measures:
- Responses are derived from department-controlled public data.
- Interactions and data sources are tracked for staff review to refine and improve responses.
- Specialized requests are directed to subject matter experts when needed.
- Guardrails are in place to minimize inappropriate responses.
“Today’s residents expect government to be as accessible and responsive as the services they use every day,” said Maricopa County Chief Information Officer Richard McHattie. “Mari is another step in our commitment to modernizing how residents interact with County government by providing trusted information instantly, 24 hours a day. This launch reflects what’s possible when County leadership invests in innovation and talented teams across our organization collaborate to improve the resident experience.”
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