Introducing Pearl - New Customer Service Platform

The City Of Richmond Hill is happy to announce the launch of our new customer service platform, Pearl. Pearl includes an accessible web chat assistant on our website and a text message feature.

With Pearl, residents can quickly and easily get answers to their questions, find information on various city services, submit service requests, send a message to staff, or sign up for text message notifications. The platform was developed with the latest AI-driven chatbot technology, allowing the city to automate and scale its customer service efforts to help with the day-to-day needs of both staff and residents.

Pearl's web chat service can be found our website (richmondhill-ga.gov) where both desktop and mobile users will notice the feature on the bottom right section of their browser window. Clicking on the icon launches a chat window, greeting residents and prompting them to enter their questions or service requests.

To start a conversation via text message, residents can text "Hello" to (855) 340-4455. Pearl immediately responds with a short greeting explaining the ways residents can use the service and a link to sign up for text message notifications.

If at any time during the interaction a Richmond Hill resident needs assistance or help from City staff, Pearl will direct the user how to send a message to City staff.

The platform was launched in partnership withCitibot, the leading provider of interactive chat solutions for local government.