Residents in Mississauga, Brampton and Caledon no longer have to wait for regular business hours to get help navigating many of Peel Region’s services, thanks to an online assistant that can answer questions around the clock.

The Region introduced the artificial intelligence-powered virtual assistant in August, but its capabilities go beyond simply directing visitors to different pages on the municipal website.

Available through peelregion.ca, the tool allows residents to ask questions in everyday language, receive information about regional programs and services, and have more detailed conversations when dealing with complicated requests.

It can also keep track of questions during a conversation, meaning users don’t have to repeatedly explain what they are looking for.

The assistant is available 24 hours a day, seven days a week, and supports more than 30 languages, including English, French, Spanish, Portuguese, Italian, Arabic, Hindi and Chinese.

One of its practical uses is helping residents navigate Peel’s online account system, which provides access to services such as the Affordable Transit Program, Peel Living and water bill payments.

An online account also allows residents to track service requests and applications, making it easier to manage certain transactions without visiting a regional office.

The virtual assistant is part of Peel’s broader Digital Peel initiative, which aims to make government services more accessible and reduce the need for residents to visit municipal facilities in person.

According to the Region, its website provides access to more than 100 services, including information about eligibility, fees, applications and how to get in touch with the appropriate department.

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Peel also reports that 94 per cent of its customers and clients are satisfied with online access to its services.

However, the Region cautions that the virtual assistant is intended to provide general information and guidance, not replace direct assistance from staff.

Its website warns that answers may occasionally be incomplete, outdated or incorrect, and recommends that residents check links and other resources provided before making decisions.

There are also privacy considerations. Peel advises users not to share personal, confidential or sensitive information during conversations with the assistant. Chats may be monitored or reviewed by regional employees to help improve the service.

For more complicated matters, including burst water pipes, road permits or ongoing service issues, residents are encouraged to speak directly with a customer service representative.

Peel’s Customer Contact Centre can be reached at 905-791-7800 or toll-free at 1-888-919-7800. Regular service is available Monday to Friday from 8 a.m. to 5 p.m., with after-hours assistance available for urgent issues.

Residents can also access live online chat with a customer service representative on weekdays between 8:30 a.m. and 4:30 p.m. This is separate from the automated virtual assistant, which remains available at all times.

The virtual assistant can be accessed through the Region’s website at peelregion.ca.


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