Objectives:
- Improve public understanding of LA’s three-bin waste system
- Support the city's education and program rollout following SB 1383 waste legislation
- Reduce contamination in recycling and compost bins, and drive behavior change
- Make food waste guidance more accessible through multilingual support
- Improve the customer experience with a friendly, easy-to-use tool available 24/7
- Save staff time and resources by reducing incoming queries to their teams
- Expand capacity to provide support outside of regular business hours
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Outcomes:
- Successfully reaching underrepresented communities that were previously hard to engage, such as South LA - a densely populated and diverse neighborhood with many multi-family homes
- High interaction rates with 36% of conversations happening in languages other than English
- With 97% of items sorted correctly and questions answered accurately, the system improved sorting habits, while reducing the need for city staff involvement
- The service received high satisfaction - 91% of users said they got their questions answered
- Unlocked new insights to help the team focus resources where they’re needed most - from common questions to most searched items
- The digital assistant reduces pressure on city staff by providing automated, around-the-clock guidance and multilingual support
- Tracked engagement by neighborhood to uncover location-specific challenges and needs
Hello EA Outcomes:
"Professor Green offers support right when residents need it, and has helped us connect with communities that have been harder to reach. It’s now quick and easy for people to get clear answers to their waste sorting questions, helping them make everyday decisions around waste a little simpler.”
Barbara Romero,
Director and General Manager
