Baldwin County has made it easier for residents to access county services by launching a new digital platform called 'Baldi'. The AI-powered system lets people get help at any time using either a web chat or texting option. County officials hope the platform will help everyone find answers faster, submit requests, and even reach county staff if they need extra help. This move is part of Baldwin County’s ongoing efforts to make local government more efficient and accessible for all residents.

Announced on August 7, 2025, the launch of Baldi comes after the Baldwin County Commission partnered with Citibot, a company known for interactive chat technology for local governments. Residents can now use the web chat by clicking a button on the county’s website or send a text message that starts with “Hello” to (866) 352-2534. Baldi responds quickly to guide users through their questions and services.

The Baldi system is powered by cutting-edge artificial intelligence and can speak with residents in over 70 languages, making it a good resource for Baldwin County’s diverse community. If any question or request gets too complicated, Baldi can connect residents directly to county staff for more personal support.

According to Citibot’s CEO, Bratton Riley, expectations for great customer service are always going up, and modern technology is one way counties like Baldwin can keep up. Baldwin County is among the first places in Alabama to use Citibot’s technology like this. Residents are encouraged to try out Baldi and see how easily they can get information or help with county services.

The county is also offering sign-ups for alerts so residents can get important updates by text. For more details or for media requests, people can visit the county’s website. As technology continues to change how local governments work, Baldwin County officials believe that Baldi will help residents feel more connected, included, and supported in their day-to-day needs.

Several cities, counties, and government agencies in Alabama are using artificial intelligence to improve customer service and make public services more efficient.

Opelika, Alabama, has adopted AI-powered solutions for public safety and municipal functions according to GovTech.com. The city uses an AI virtual assistant called ConnectOpelika, which can communicate in 75 languages and help residents access information and submit service requests. The city has also used artificial intelligence in its security cameras, allowing for real-time monitoring and automation, such as detecting unauthorized use of public spaces and alerting city employees.

According to State Tech Magazine, Montgomery County uses a generative AI chatbot called Monty to handle resident questions and service requests online. Monty fields thousands of inquiries each month, helping residents find local information, government services, and resources.

At the state level, nearly 25% of Alabama’s 139 state agencies are using some form of generative AI, as reported by StateCoop. These tools are used for tasks like text generation, translation, and answering public questions. The state has launched an official task force to guide how agencies responsibly use and expand AI, showing a commitment to using these tools for better citizen service.

This means Baldwin County is part of a growing trend in Alabama, but it is also among the early adopters, especially for countywide customer service chatbots aimed directly at residents. The landscape of AI-powered customer service solutions is expanding, with more agencies and cities looking to add these tools in the near future.