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Ask Raleigh portal shows faster response times; city to pilot AI phone routing and digital assistants
Summary
City staff said the Ask Raleigh portal is improving response times and reducing duplicates; the administration plans phone consolidation, an AI‑assisted routing pilot and a public dashboard. Council asked for KPIs and environmental impact analysis on AI/data center usage.
Karen Ray, leading the customer experience program in the City Manager’s Office, presented an update on Ask Raleigh, the city's online service request portal. Ray said the system provides data to track service request open/close times, helped staff identify miscategorized 'public nuisance' reports and has reduced duplicate tickets by improving routing…
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