Webinar Recap: City of Midland, Texas Builds a 24/7 Multilingual Citizen Concierge

Government call centers face declining operational efficiency as growing workloads become difficult to handle with staff alone. The City of Midland, Texas adopted an ElevenLabs-based AI concierge called Jackie to address this problem.

Jackie goes beyond a simple deterministic-flow IVR (interactive voice response system), with the ability to understand and handle citizens' open-ended questions. In actual deployment, Jackie handled 7,490 calls at a cost of just 35 cents per call, achieving highly economical results.

Key features include the following:

• Intelligent Routing: Even when citizens don't know the exact department, Jackie identifies the intent of the question to route it to the appropriate department or answer it directly.
• Context Retention: Even if the topic changes mid-conversation (for example, switching from a pet adoption inquiry to a business registration inquiry), Jackie responds naturally without losing context.
• Efficient Task Handling: It provides immediate responses with no wait time, and when transferring to an agent, it clearly conveys the issue at hand.

For successful deployment, the City of Midland presented keeping the internal Knowledge Base up to date, a Phased Rollout, and meeting security requirements such as SOC 2 certification as key recommendations.