Remark Holdings, Inc. has launched its Natural Language Smart Chat Agent, powered by artificial intelligence (AI), to handle real-time 311 service requests and address the backlog caused by limited human agent support during busy periods. The 311 services currently receive millions of calls through their call center, email, and mobile applications, with each call costing up to $5.00 to resolve.
Cities face budget constraints while still needing to provide essential services. Complaint resolutions often suffer from inaccuracies and delays due to the lack of call center representatives, training, and language barriers. 311 operators struggle to access the necessary information and resources to provide timely and accurate assistance.
Remark AI’s Smart Chat Agent uses a large language model (LLM) to understand callers and text requests in natural language, determining the context and urgency of the situation. It can process up to 20 service requests simultaneously, supporting 40 languages. The agent also employs machine learning and computer vision technology to verify incident reports. Accuracy is enhanced through the use of a proprietary library of previous 311 transcripts and service requests. Emergency calls are automatically routed to the appropriate 911 channels, distinguishing them from customer service requests.
The Smart Chat Agent features assistive AI tools, automated email and system processes, automated reporting and filings, call routing and prioritization, third-party system and platform integration, data analysis and entry, and complaint report generation using robotic process automation (RPA).
Remark Holdings is currently working with major cities worldwide to address the 311 service request backlog. The company aims to help cities maintain citizen support services despite declining budgets.
Remark Holdings is an AI-powered computer vision and software solutions provider, specializing in AI analytics for customer service and real-time security threat monitoring. For more information, visit www.remarkvision.com and www.remarkholdings.com.
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