City staff outlines AI rollout for utility call center and other services; supervisors to pilot call summarization and coach features

City IT staff on Wednesday described a multi-stage plan to deploy artificial intelligence tools in the utility call center and other city services, saying the work aims to reduce hold times, free up staff time for higher-value tasks and improve security monitoring.

Ronnie (IT staff), who led the presentation, said the city already uses some machine-learning features on its network-perimeter security tools and is expanding AI to customer care. "One of the first things we're going to implement... is call summarization," Ronnie said, explaining that the system would transcribe calls and present draft notes to call…