Auckland Council has introduced an artificial intelligence-powered virtual assistant designed to streamline how residents report neighbourhood problems, from graffiti and illegally dumped rubbish to roaming dogs and party noise.
The new tool, named 'Ask Auckland Council', is a conversational AI that can be accessed through any web browser on a smartphone, tablet or computer. It aims to simplify what the council acknowledges has been a frustrating and confusing process for many. Residents can use the assistant to report a range of issues, including missed bin collections, and it will also guide users to the correct channels for other problems.
Unlike a simple chatbot, the system is designed to understand everyday language, recognise people and place names in te reo Māori, ask clarifying questions to ensure accuracy, and analyse user-submitted photos of the problem. Council officials have stated that additional reporting categories will be added to the assistant over the coming months.
Alongside the public-facing tool, the council has said it is working to speed up its internal processes to ensure the problems reported through the new system are resolved more quickly.
Positive feedback from early users
The launch follows a successful trial period, including a pilot with council kaimahi (staff) and a subsequent test in February 2026 involving 1,000 Aucklanders selected to reflect the city's diverse demographics. According to the council, the feedback from this phase was overwhelmingly positive.
The trial demonstrated that the AI assistant performs effectively in real-world scenarios. A key finding was the significant improvement in user experience, with 80 per cent of testers finding the AI tool easy to use, compared to just 42 per cent for the council's existing reporting channels. The ability to upload a photo to 'show' the problem rather than describe it in words was highlighted as a particularly valuable feature.
Testers also praised the assistant’s te reo Māori capabilities and confirmed the system was safe, secure, and accessible for people with different needs. This feedback suggests the tool marks a significant step forward in the council's customer service capabilities.
Council leaders champion new technology
Auckland's leadership has championed the initiative as a key part of modernising council services. The project was initiated by Deputy Mayor Desley Simpson, who worked with Mayor Wayne Brown to bring the concept to fruition.
We built this virtual assistant with Aucklanders, for Aucklanders. People told us the old reporting tools were confusing. We listened and worked hard to deliver an AI solution that’s more intuitive, easier and quicker to use, and safe and secure.
Ms Simpson said seeing the idea come to life and work well for residents was 'incredibly pleasing'. She encouraged locals to embrace the new technology. “It’s also simple to access through the website, and you can save it as a web app so it’s right there on your phone whenever you need it. We encourage Aucklanders to add it to their home screen and make it part of their everyday toolkit,” she said.
Mayor Brown emphasised the importance of the council keeping pace with technological advancements to better serve the public.
A modern tool for a unified city
The introduction of the AI assistant is the latest evolution in the council's decade-long journey since the 2010 amalgamation that merged seven local councils and a regional body into a single 'super city'. That move was intended to create a more cohesive and efficient approach to governing Tāmaki Makaurau, enabling a regional strategy for everything from transport infrastructure to environmental protection.
This new digital tool aligns with that original vision, providing a single, streamlined reporting point for all Aucklanders, regardless of their suburb. It replaces a patchwork of older systems that reflected the fragmented nature of the pre-amalgamation councils.
The launch also comes shortly after the signing of the Auckland City Deal between the council and the central government. While the 'Ask Auckland Council' tool is a separate, council-led initiative, it mirrors the deal's collaborative spirit and focus on practical outcomes. Mayor Brown's comments on the deal, noting a desire for 'mutual respect' and 'no more stuff arriving unannounced, unwanted and impractical,' are reflected in a project developed internally to solve a well-documented local frustration.
The focus on efficiency and better service delivery demonstrates a commitment to improving core functions, a theme that underpins the new partnership agreement with the government, which aims to boost housing, economic growth and infrastructure. Some communities in other countries, such as those in unincorporated Pierce County in the US, are still exploring the benefits of consolidated governance that Auckland has been pursuing for over a decade.
Looking forward, the success of the 'Ask Auckland Council' assistant will depend not only on its user-friendly interface but also on the council's ability to follow through on the reports it generates. The commitment to improving internal workflows will be critical to ensuring Aucklanders see tangible results from their interactions with the new AI. The official Report a problem page on the council's website now directs users to the new tool.
