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Marietta staff outline expanded use of AI for network security, call center and customer service
Summary
City staff described a suite of artificial-intelligence tools being phased into network security, the city water/sewer call center and other services, with pilot features aimed at shortening hold times, summarizing calls and flagging abnormal network behavior.
Marietta staff presented a detailed update on projects that use artificial intelligence to support network security, customer call handling and other municipal services during the City Council agenda review session.
The update, given by a staff member identified in the meeting as Ronny, said the city already uses machine-learning tools at the network perimeter to watch “what's normal behavior” and flag anomalies. He said those systems initially sent alerts and — after training — have been allowed to take some autonomous actions overnight. “It'll run 24x7,” Ronny said, explaining the advantage over human monitoring limited to business hours.
Nut graf: City leaders said they expect those AI tools to reduce staff workload and shorten citizen wait times while also strengthening cybersecurity. Staff outlined a multi-pronged rollout…
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