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Board backs AI pilot to modernize county call center, staff to report back after trial
Summary
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.
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.
The presenter described the pilot scope and estimated resourcing approach: "We're not asking for the board for more funds for this. We're looking to fund this through attrition, through position vacant positions that we would not need to recruit and hire," staff said. Commissioners asked about pilot duration and reporting; staff estimated 3'6 months once operational and agreed to return with metrics (deflection rates, call volumes and customer satisfaction) when the pilot concludes.
The board voted to proceed with the pilot, and staff will bring a post-pilot report to the commission with lessons learned and recommendations for broader rollout or expansion to other channels.
