Baldwin County is excited to announce the launch of Baldi, a cutting-edge, AI-powered customer service solution developed in partnership with Citibot, a leader in interactive chat services for local governments.

Baldi provides residents with seamless, round-the-clock access to county services via an easy-to-use web chat and text messaging platform. This new service helps residents quickly find information, submit service requests, and connect directly with county staff, simplifying the way they access county services.

Baldi combines advanced generative AI and machine learning to handle a wide range of resident needs. With support for 70 languages, it is also a valuable tool in creating an inclusive and accessible community. Residents can access Baldi’s web chat from the County’s website (baldwincountyal.gov) by clicking the chat icon in the bottom right corner of their screen. They’ll be welcomed with a friendly message, ready to assist them in navigating county resources and submitting requests.

Residents who prefer texting can begin by sending "Hello" to +1 (866) 352-2534, where Baldi will respond with helpful guidance. A link to sign up for county text alerts will also be provided, ensuring residents stay informed.

If further assistance is needed during the interaction, Baldi can easily escalate requests to Baldwin County staff for personalized support.

Based in Charleston, SC, Citibot LLC was founded in 2016 with the mission of making government services accessible to all. Citibot CEO Bratton Riley was inspired by the power of conversational chatbots to help governments become more accessible and accountable. “Expectations for quality customer service are always rising,” said Riley. “Cities and counties like Baldwin County are leading the way, implementing technology that enhances efficiency and improves access to essential information and services.”

Baldwin County is among the first counties in Alabama to adopt Citibot’s solution.