City of Montréal launches a citizen agent over 40,000 web pages
Ville de Montréal · Montréal, QC · Government · Roles: Customer Support
What was done
Montréal built a conversational agent for its public website that draws on 40,000+ pages and connects to two internal systems (waste collection and city facilities) to answer residents' questions.
Outcome
Microsoft reports high satisfaction scores in the first four months. The city expects it to ease call-centre volume, though no deflection numbers are published yet.
Evidence: Vendor case study. Figures are as reported by the source and have not been independently audited by AgentsNorth.
Agents & tools used
Prompt Reconstructed by AgentsNorth
The source didn't publish its prompt. This is our reconstruction of a starting prompt for a similar workflow, not the company's actual prompt.
Vous êtes l'assistant des citoyens / You are the city's resident assistant. Answer in the resident's language from official city pages only and link the page. For waste collection, ask for the address and look up the schedule. For emergencies, tell them to call 911.
Source
Microsoft Customer Stories · undated · link checked 2026-10-15