Amorphic Website Intelligence

Every Resident Question Met. Every Pattern Visible to the Teams Who Can Act

A resident assistant embedded across your city’s sites, answering questions from your own published content. Every interaction feeds Civic Pulse, so your teams can see what residents need and fix what is not working.

City staff reviewing resident questions and Civic Pulse insights on a connected data display

The Challenge

A resident wants to know when trash gets picked up, who to call at the court, or whether a permit needs an inspection. The city has published all three: somewhere on its site, in a PDF or a department page written for a different audience. Search returns a list of links. The resident calls instead. The question reaches a staff member but never the department that owns the content. The city finds out about the confusion once the call volume gets loud enough to notice.

Answer Published, Not Found

Context Lost Between Pages

No Source Shown

What Changes with Amorphic

Before: resident need, search and navigation, dead ends and confusion, call / email / 311, staff response, leadership learns later. After: ask in plain language, trusted answer and next step, Civic Pulse captures the signal, leaders and departments act. The answer is already published. The resident still calls.

How It Works

Ask

A resident types a question in plain language on any city site carrying the widget.

Answer

The assistant responds from the city’s own published content, shows the source, and carries session context across pages.

Hand Off

During business hours, a live agent is available through Amazon Connect. Outside hours, alternative contact options remain available.

Read the Pattern

Every interaction feeds a dashboard of top resident intents, content gaps, abandon patterns, peak demand times, and service demand trends.

Who It Serves

Mayor / County Executive

Accountable to residents for how the city communicates and responds.

Know which issues are rising now, not in next quarter’s call report
See where public guidance is producing confusion before call volume signals it
Identify which services need executive attention and proactive communication
Surface cross-department concerns before they escalate publicly

City / County Manager

Responsible for operations, cross-department coordination, and measurable improvement.

See where city operations are underperforming from the resident’s point of view
Identify which issues span departments and need coordinated response
Assign ownership and track corrective actions from a shared operating picture
Measure whether intervention on a specific content or service issue worked

Department Directors

Accountable for what residents experience in a specific service area.

See what residents in your area keep asking and where they get stuck
Identify what drives repeat contact before it shows up in complaint volume
Build an improvement backlog grounded in actual resident demand, not anecdote
Track whether content or process changes reduce friction

Communications and Web Teams

Own the content, journeys, and digital experience residents encounter first.

See which pages and policies are producing the most resident confusion
Identify where journeys fail and residents abandon self-service
Track content gaps by topic, department, and service area
Follow a clear workflow: top question surfaces, gap identified, fix assigned, contact reduction measured

Constituent Service Teams

Handle the contact that the digital front door does not resolve.

See which intents the website now resolves before they reach staff
Identify which topics still drive avoidable contact
Receive escalations with full conversation context already captured

What the City Can Now See

Traditional website analytics show traffic. Civic Pulse shows what residents are trying to accomplish, where they get stuck,
and what the city should fix.

What It Tracks

Top resident intents by topic, department, and volume
Pages that generate the most help requests and why
Content gaps where published guidance is missing, unclear, or outdated
Abandon patterns where residents leave the site and call instead
Peak demand times by day, hour, and service area
Resolution rates: what gets answered online vs. what still reaches staff

The Improvement Loop

Governance Note : Civic Pulse is not a public-opinion poll. It is a governed, privacy-aware record of the needs and friction residents express when they visit your site.

Live for the City of Scottsdale

City of more than 250,000 residents

10+ city website properties unified under one assistant

Configured per site for theme and service area

About 4 seconds to first response; full answer in under 8 seconds

Daily content refresh from city-approved sources

Platform and Security

Amorphic Website Intelligence installs in the city’s own AWS account. The city holds its data, encryption keys, and access boundary. Cloudwick builds and operates the service.