Board backs AI pilot to modernize county call center, staff to report back after trial
County staff proposed a pilot for a 24/7 bilingual conversational AI agent for the citizen engagement call center; the board approved a pilot funded through attrition and asked staff to return with performance metrics after the trial.
The full story
County staff asked the board to authorize a pilot that would add a bilingual (English/Spanish) conversational AI agent to the county's citizens engagement center to provide 24/7 support, faster answers to common questions and seamless handoffs to live agents.
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