Residents are invited to celebrate 20 years of 311 at a birthday open house on Thursday, May 1, 2025, 11 a.m. - 1 p.m. in the 311 Offices of Customer Service Innovation, located on the third floor of the City County Building at 400 Main Street.
Guests will enjoy cake and demonstrations of Rocky Bot, Knoxville’s new AI-powered virtual assistant. Available 24/7 via text and web chat, Rocky Bot uses AI technology to help users get answers about city resources in 75 languages.
“Rocky Bot is another step forward in making city services more efficient, accessible and responsive,” says 311 Director Russ Jensen. “We’re proud to provide Knoxville residents with this innovative tool that meets their needs on their terms—anytime, anywhere.”
Developed through a partnership with Citibot LLC, Rocky Bot joins the 311 phone number (865-215-4311) and the MyKnoxville smartphone app as tools residents can use to connect with City services and make service requests.
Facts about 311:
• Knoxville’s 311 was the eighth 311 service in the nation to go live; there are now nearly 400 311 services across the United States, Canada and Latin America.
• In 20 years, 311 has made nearly 4 million customer contacts and 800,000 service requests.
• 311 receives 600-700 contacts per day, via the MyKnoxville app, online chat bot, email, online form and phone calls.
• Ninety percent of users say they would recommend 311 to a neighbor.
The City of Knoxville ensures meaningful access to City programs, services, and activities to comply with Civil Rights Title VI and ADA Title II laws and reasonably provides: translation, interpretation, modifications, accommodations, alternative formats, auxiliary aids and services. To request language translation services, contact the City’s Human Resources Department at
[email protected] or 865-215-3100. For disability accommodations, contact City ADA Coordinator Stephanie Brewer Cook at
[email protected] or 865-215-2034.
Learn how 311 and 211 connect residents to City services and resources at KnoxvilleTN.gov/311.