The Toronto AI Assistant helps residents, visitors and businesses quickly find answers to common questions about City services. It is an AI tool on toronto.ca/311 that answers general questions in plain language and provides links to relevant information on toronto.ca.
About the AI tool
Why AI is being used
The Toronto AI Assistant provides a quick and reliable channel for people to find City information and services in plain language.
What the AI tool does
The Toronto AI Assistant answers general questions about City services, programs and information. For example, it can help someone find out how to report a pothole or where to learn more about a City program. It prepares an answer using information published on toronto.ca and provides links to relevant pages where available. Available to anyone visiting toronto.ca, the assistant also helps users navigate to the right service or webpage.
How the AI tool works
When someone asks a question, the Toronto AI Assistant looks for relevant information published on toronto.ca and uses it to generate a plain-language response. The Toronto AI Assistant only has access to information published on toronto.ca and cannot access or process service requests, personal information or City records.
Human oversight
City staff monitor the Toronto AI Assistant’s performance by reviewing user feedback, chat trends and reported issues. The Toronto AI Assistant does not replace existing service channels. City staff remain responsible for publishing City information, delivering services and deciding whether the Toronto AI Assistant needs an update.
Who uses the AI tool
Public
Any member of the public can use the Toronto AI Assistant.
City staff
City staff monitor the Toronto AI Assistant to identify content gaps, improve toronto.ca information and support ongoing service improvements.
Data used
Data the AI tool uses
The Toronto AI Assistant answers questions using public content from toronto.ca.
What data is collected
The Toronto AI Assistant collects and records messages and questions people type into the chat, including any follow-up messages and feedback about their experience. It does not collect or store personal information. The data is stored in Canada.
What data is generated
The Toronto AI Assistant generates plain-language answers to questions, including source links where available, and stores its responses and feedback records. These records help City staff monitor quality and improve the service. Currently, the Toronto AI Assistant is only available in English, but residents can find information in other languages on toronto.ca.
Governance & oversight
Privacy, security, performance and ethical assessments
The Toronto AI Assistant has undergone the City’s standard governance and compliance review process, including assessments of privacy, cyber security, accessibility and responsible AI. The City tested the Toronto AI Assistant’s performance, including how effectively it answered questions. These reviews and tests considered risks such as inaccurate, biased or harmful responses and informed the safeguards and oversight implemented for the Toronto AI Assistant.
Ongoing monitoring
The City monitors usage, feedback, answer quality, reported content issues and technical reliability. Depending on the issue, this may involve updating content on toronto.ca, adjusting how the Toronto AI Assistant responds or applying technical fixes.
Date modified: October 20, 2026
