De La Rosa asks about AI plans for 311 app and website
Chair asks about current AI plans. Morrisroe says AI is being explored to augment, not replace, call center representatives, including helping agents navigate or pre-populate information, building on older natural language screen-pop technology.
My colleague, Councilmember Gutierrez, spoke a little bit of artificial intelligence.
I just wanted to dig in more.
Can you tell us more about your current plans for...
AI within 311 mobile app and website?
Like, what's the vision?
Thank you.
I do appreciate that one.
Like everyone, right, we're looking at how does that affect every aspect of the work that we do and what we deliver to the public.
So we've had a few exercises and activities where we've worked and seen what AI can do.
We've had different demos that we've been able to take a look at.
So we start with the principle, though, that AI working in our call center is designed to augment the work that the representative does, not replace the work that the representative does.
And we've seen a number of ways that can help.
If AI can handle some, can help the agent identify how to navigate or be able to pre-pop something, or even
we have a very older version of it today that exists in our call center called natural language, where it can detect, if you interact with it, it can detect what you are asking about, and it'll do a screen pop for the rep to say, you know, it's a garbage recycle question.
That's 10 plus years old technology, but the concept behind that is what we look at with AI as well.
How could AI help us better help the agent to better help the customer?
Okay.