City uses interactive avatar on its website

The City of El Paso just rolled out a new feature on its website to improve customer service.

‘Ask Laura’ is an interactive avatar that helps company owners who want to do business with the city.

The avatar can be seen on the city’s Purchasing and Strategic Sourcing website. The department is responsible for purchasing and e-sourcing matters for supplies and services needed for various city departments.

It also develops bid specifications for potential vendors, facilitates the contract awarding process and oversees purchase orders.

‘Ask Laura’ is available 24/7 and can answer frequently asked questions when a department staff member is not available.

To get help, a question needs to be typed in the space provided and then the avatar will answer with options or links to where you can find the information.

If you are not a business owner looking to provide your services to the city, you may see still see ‘Laura’ in the future.

“Eventually we want to extend it out to the other departments,” Deniese Baisley said, the city’s assistant purchasing director.

“So if you were to ask a question for Environmental Services, you can have the avatar on that page and will respond to that question.”

‘Ask Laura’ may be seen through out the city’s website in the next two years.

Baisley said if the service can not find the answer then a city staff member can be contacted during office hours.

“She (Laura) can’t get sick,” Baisley jokingly said.

It cost the city about $50,000 for the service, but there is no cost for the user. Baisley said that amount is less than paying a full-time employee because the city would have to pay the salary and benefits.

Click here for the department’s web page.