Commission approves 24/7 AI call-center pilot to handle routine county inquiries
The board approved a pilot to add an English/Spanish conversational AI agent to the county's citizen engagement line, funded through attrition and vacancies and intended to reduce call volumes, provide seamless handoffs to live agents and extend service outside business hours. Staff will report back with pilot metrics.
The full story
Seminole County approved a pilot to modernize its citizen engagement call center by adding a 24/7 conversational AI agent in English and Spanish to answer common resident questions and route complex calls to live staff. Presenters said the pilot will be funded through attrition and vacant positions (estimated cost ~ $80,000) and will include handoffs that preserve conversation history so a live agent can pick up where the AI left off.
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