· Context
CIO tells Government Technology Emma answers about half of the City's monthly questions
Rich Gagnon said Emma, deployed in December 2024, was answering 16,000 of about 32,000 questions a month taken by City call center agents, had let the City delay a $1.8 million investment in new call center agents, and supported English and Spanish with five more languages coming.[1]
Rich GagnonUneeQ
What the sources say
- Unverified
Rich Gagnon, CIO and Assistant City Manager (as reported by Government Technology): Government Technology reported that officials said Emma had "effectively saved the city more than $1 million since its launch," that the City delayed "a $1.8 million investment in hiring new call center agents," and that of about 32,000 questions a month taken by call center agents, Emma was answering 16,000. The figures are attributed to Gagnon; the article does not show how they were calculated. [1]
- Monthly questions call center
- 32,000
- Monthly questions emma
- 16,000
- Deferred hiring
- $1,800,000