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Kingsport approves six‑month AI customer‑service pilot; council seeks public‑records safeguards
Summary
Kingsport aldermen approved a no‑cost, six‑month pilot of a Grace AI customer‑service tool tied to the city’s CIS vendor, with council members pressing staff on records retention, human escalation and testing before rollout.
The Kingsport Board of Mayor and Aldermen on Aug. 19 approved a resolution to launch a no‑cost, six‑month pilot of a Grace AI customer‑service solution tied to the city’s customer information system.
City staff said the pilot — provided in partnership with the CIS vendor and vendor affiliate entities referenced in the packet — would allow the city to test functionality, scripting and…
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