The government of Coral Springs will launch a “Conversational Artificial Intelligence” tool

Coral Springs, Florida – A $284,000 deal with Amelia US is anticipated to be approved by city commissioners on Wednesday. Amelia US offers “conversational artificial intelligence” services to the U.S. Navy and other government and commercial organizations nationwide.

A city statement claims that Amelia’s AI technologies “can answer dozens of calls at a single time,” “understand and respond in multiple languages,” and “answer phone calls and respond to written inquiries like a customer service representative.”

The paper claims that by “handling routine tasks, allowing staff to focus on more complex initiatives and boosting productivity,” AI technology can also expedite government services.

The company uses cutting-edge conversational AI and generative AI programs to “field and triage both employee and client calls and chats on the first touch, answer questions, process inquiries, and intelligently route calls to human agents only when necessary,” according to a winning bid proposal that Amelia submitted.

The goal of the technology, according to Lynne Martzall, director of communications and marketing at Coral Springs, is “to enhance our ability to serve residents effectively,” not to lessen human connection.

Before considering any public-facing implementation, Martzall stated that the AI would first be implemented internally as a pilot program in our IT department, with an emphasis on streamlining internal customer support procedures and identifying best practices. “By utilizing cutting-edge technologies like artificial intelligence, we hope to boost staff productivity and efficiency so they can concentrate on meeting resident needs more effectively and promptly.”

The AI platform “may be rolled out to other departments to provide help to our residents and businesses when they contact our city departments,” according to the official memo, if the trial test proves successful.

“This technology is being evaluated with the intention of augmenting—not replacing—the personalized interactions residents expect from city staff, so residents can be confident that the level of service they receive will remain unchanged,” Martzall added.

Some Coral Springs locals expressed skepticism about AI’s ability to benefit city taxpayers.

Regarding the potential AI deal, longtime resident Keith Roberts, who has previously criticized the local bureaucracy, said, “That’s not a good look.” “I’m not disparaging the city or anyone in particular, but it’s already difficult to get someone with local knowledge on the phone.”

According to records, a request-for-proposals process that attracted several bids led to the city’s proposed contract with Amelia US, a business based in New York City.

At the commission meeting on Wednesday, the deal with Amelia will be put to a vote. It would remain in effect until October 30, 2025.