Translating business: KCMO chatbot breaks down startup lingo in 70+ languages

Editor’s note: KC BizCare is a partner of Startland News.

Entrepreneurs who struggle with understanding the complexities of starting a business often find additional challenges if English isn’t their first language, said Nia Richardson, adding that all aspiring small business owners deserve the same access to resources.

“We’re trying to look at ways to bring technology into play to translate resources for people when they’re researching on their own,” said Nia Richardson, managing director of KC BizCare, for the City of Kansas City, Missouri, which recently launched an innovative, multilingual chatbot in partnership with Citibot on its website.

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FAQs for Maya

1. Where do I go to renew my business license?
2. When do I renew my business license?
3. Where do I go to apply for a business license?
4. How can I apply for an EIN or FEIN?
5. Where do I apply for an LLC?
6. How do I sell alcohol or beer?
7. How do I contact the business license office?
8. Where do I get a short-term rental permit?
9. How do I apply for a zoning clearance?
10. How do I register a remote worker that is in Kansas City, MO?
11. How do I get a city tax ID number for our company/business?
12. What services does the KC BizCare Office offer?

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Maya, KC BizCare’s web assistant, located on the bottom right at bizcare.kcmo.gov swiftly handles visitor inquiries, requests, and staff communication using advanced AI technology. Fluent in 71 languages, Maya efficiently manages daily tasks for government and residents. 

Helping non-English speaking entrepreneurs answer questions and navigate the process of starting their businesses comes down to getting them accurate information they can easily understand, Richardson added.

“Doing your research and knowing how to find information is a big part of growing your business, because nobody’s going to do that for you,” she said. “You have to know your business more than anybody else.”

With Spanish as the top language — after English — for entrepreneurs interacting with the KC BizCare Office, leaders on the KCMO team and at Citibot wanted to find an efficient solution to getting their resources for small businesses translated. 

“Government websites are rich with content, which makes it hard for some residents to quickly find the information they need,” said Bratton Riley, CEO of Citibot. “We’re excited to launch Maya to help provide a better web experience while improving efficiency and customer service for KC BizCare.” 

Elevating Hispanic-owned businesses

Among its top priorities, the chatbot project aims to enhance language access in Kansas City specifically to boost economic growth for Hispanic-owned businesses. KC BizCare received a grant from the National League of Cities for a pilot that made Maya possible.

Shoppers check out jewelry from Mrs Blinkx Jewels LLC during KC BizCare’s Monthly Marketplace that showcases pop-up businesses in KCMO’s City Hall; photo by Tommy Felts, Startland News

Additionally, BizCare teamed up with the Latinx Education Collaborative (LEC) and the Latino Arts Foundation to support translation of resources for small businesses and promote digital equity.

“It’s a reflection of the Latino community, we’re seeing an influx of newcomers who are incredibly entrepreneurial and they want to do things the right way, be able to ensure that they’re operating businesses properly, and that they’re set up for success,” said Edgar Palacios, founder of the Latinx Education Collaborative.

LEC is working to translate KC BizCare’s documents, like its small business checklist, and organizing pop-up events for small businesses.

Fans react June 16, 2022, at Power & Light as news breaks that Kansas City will host during the 2026 World Cup; Photo by Channa Steinmetz, Startland News

Business readiness for the World Cup

With the launch of Maya still fresh, Richardson is optimistic about the chatbot’s potential impact, especially related to preparing businesses for coming events like Kansas City hosting the World Cup in 2026.

“Tourism is a big part of what the World Cup is going to bring,” she said. “This is just a way to help those businesses prepare, get their business licenses, and get their proper permits so that they can operate today and not have to wait until 2026.”

As KC BizCare continues to refine its language access initiatives, Richardson encourages user feedback either through email or call to their office to ensure the chatbot meets the needs of the small business community, she said. 

“We need to get that to be able to make sure we’re providing an accurate tool that actually works for our entrepreneurs,” Richardson said. “I want to make sure that it has an impact.”