Newport City Council proposes AI solution for resident inquiries through Polymorphic

Newport City Council is set to enhance communication with residents by exploring the use of artificial intelligence to manage constituent inquiries. During the regular meeting on December 11, 2024, city officials discussed the persistent challenges residents face when trying to contact City Hall, particularly through phone calls. Many residents have reported long wait times or unanswered messages, a situation exacerbated by staffing shortages that arose during the COVID-19 pandemic.

To address these issues, the council is considering a six-month trial with Polymorphic, a New York-based company specializing in AI-driven customer service solutions. This technology aims to provide immediate answers to residents' questions, available 24/7 and in multiple languages, which is crucial for Newport's diverse population. The AI system will not only respond to inquiries but also direct residents to the appropriate city staff member if further assistance is needed.

Council members expressed their concerns about the current state of communication and the frequency of unanswered calls. They acknowledged the hard work of city employees but recognized the need for improved systems to better serve the community. The proposed AI solution is seen as a way to alleviate the burden on staff while still providing timely responses to residents.

If the trial proves successful, the council plans to revisit the possibility of a longer-term partnership with Polymorphic in the spring. This initiative represents a significant step towards modernizing city services and enhancing resident engagement, ultimately aiming to create a more responsive and accessible City Hall.