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Kingsport approves six‑month pilot of AI customer‑service tool, expands Hansen CIS support
Summary
The Kingsport Board of Mayor and Aldermen approved a no‑cost six‑month pilot of a generative AI customer‑service tool tied to the city’s Hansen customer information system and authorized a contract change order to bring two Hansen staff on-site for migration support.
Kingsport’s Board of Mayor and Aldermen on Aug. 19 approved a six‑month, no‑cost pilot of a generative AI customer‑service tool tied to the city’s Hansen customer information system and approved a change order to bring two vendor staff on-site to help with the system migration.
City Manager introduced the items as part of the city’s strategic plan work on artificial intelligence and customer information systems. “This gives us an opportunity about 544 hours that we can work with this, see if we like it,” the City Manager said, adding the pilot is expected to run six months and “there is really no cost to the city to do a trial with this.”
The board approved a standalone statement of work for the AI pilot (listed in the packet under…
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