(Fayetteville, N.C.) – The City of Fayetteville now offers a new customer service platform on the City website, FayettevilleNC.gov known as ’AskFAYNC.’ It was launched on Aug. 14 and allowed residents to use the product during a trial period while details on the platform were worked out.
AskFAYNC includes an accessible web chat assistant on the City’s website and a text message feature. It was launched in partnership with Citibot, the leading provider of interactive chat solutions for local government.
With AskFAYNC, residents can quickly and easily get answers to their questions, find information on various city services, submit service requests, send a message to staff, or sign up for text message notifications. The platform was developed with the latest AI-driven chatbot technology, allowing the city to automate and scale its customer service efforts to help with the day-to-day needs of both staff and residents.
AskFAYNC’s web chat service can be found on the city’s website fayettevillenc.gov where both desktop and mobile users will notice the feature on the bottom right section of their browser window. Clicking on the icon launches a chat window, greeting residents and prompting them to enter their questions or service requests.
To start a conversation via text message, residents can text “Hello” to (888) 82-FAYNC (32962). AskFAYNC immediately responds with a short greeting explaining the ways residents can use the service and a link to sign up for text message notifications.
If at any time during the interaction a Fayetteville resident needs assistance or help from City staff, they can send in a message with AskFAYNC and the appropriate staff member can follow up with them.
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