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The Town of Milton has launched a new phone-based artificial intelligence agent to help residents access winter service updates during major weather events.
This AI agent was deployed in January, just ahead of the significant snowfall on January 24th and January 25th, to assist with questions related to winter maintenance and service impacts. During the storm, the system provided real-time, verified information about snow operations, parking options and restrictions, waste collection, recreation program status, and facility closures and operating hours.
Early results show the AI agent supported 435 incoming calls to the Operations team during the weather storm and independently resolved nearly half of them. It handled 297 minutes of call time, allowing staff to focus on more complex and urgent needs. The agent also tracked trends, noting most calls were about residential snow clearing, with a spike in early-morning calls when schools reopened. Many windrow-related calls came from self-identified seniors unable to clear their driveways, and the agent provided information about the Town’s windrow removal program. After the storm ended, calls shifted toward potholes and road maintenance.
“At the Town of Milton, we strive to use technology to improve our work and the customer experience of Milton residents,” says Doug Sampano, Commissioner, Community Services, Town of Milton. “This tool represents a key component of the Town’s approach to modernizing service delivery and improving residents’ access to information during service disruptions.”
The AI agent was developed in partnership with Spare AI.
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