City of Midland

The City of Midland in Texas, USA, adopted ElevenLabs Agents to address missed calls, long wait times, and language barriers that arose while handling more than 3,000 inbound calls per day.

The newly introduced AI citizen concierge 'Jacky' steps in immediately during call surges, providing voice support with natural conversation and empathy. It also resolves frequently asked questions through chat and voice via a website widget, reducing the need for citizens to call directly.

Technically, it utilizes a visual workflow and Subagent architecture. By assigning an optimized LLM to each task, it reduces latency, cuts computational costs, and ensures access to accurate information.

Key achievements and features are as follows:

• Reduced missed calls: Expected to prevent approximately 7,000 missed calls per month
• Multilingual support: Expanded inclusivity through support for various languages including English, Spanish, Chinese, and Arabic
• Security and privacy protection: Compliance with security standards that meet public sector requirements
• Efficient operations: Cost and response speed optimization through optimal model allocation

The City of Midland plans to further expand Jacky's use going forward, utilizing it as a 24/7 training assistance tool for the Lean Six Sigma program, and also plans to test it as a training tool for improving the soft skills of customer service staff.