Webinar Recap: How Midland, Texas Built a 24/7 Multilingual Citizen Concierge

Midland, Texas, has improved its citizen support services by implementing Jackie, an AI-powered civic concierge developed with ElevenLabs, to handle a growing volume of inquiries efficiently across its 11 call centers. Before Jackie, residents often faced multiple call transfers and delays, leading to frustration and inefficiency. Jackie's implementation has streamlined the process by identifying caller intent, handling simple queries, and directing more complex ones to the appropriate departments, reducing the need for additional staff and physical resources. Demonstrations highlighted Jackie's ability to manage billing inquiries and multi-topic conversations seamlessly, showcasing its adaptability to real-world interactions. The city adopted best practices for deploying AI, such as maintaining an up-to-date knowledge base, phased rollouts, and close collaboration with IT and security teams to ensure compliance and continuous improvement.

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