· Context
Dell and UneeQ publish case studies on Emma
Dell's case study (dated September 2025) and an undated UneeQ case study describe Emma and report usage, satisfaction and projected savings figures. Both are vendor marketing materials.[1][2][3]
Rich GagnonDell TechnologiesUneeQ
What the sources say
- Unverified
Dell Technologies; UneeQ: Dell's case study says Emma "handles 280 citizen inquiries daily, maintaining a 98% approval rating," answered 16,800 queries within eight weeks of going live, and has "projected savings of $1.8 million annually" in staff costs; it credits Dell AI Factory with NVIDIA and Dell Professional Services. UneeQ's case study says it created Emma as a custom digital human and cites "a projected saving of $1.8 million in her first year" and a 98% satisfaction score. These are vendor marketing figures; neither document shows how they were calculated. [1][2]
- Unverified
Dell Technologies (blog), paraphrasing Rich Gagnon: A Dell blog post (August 2025) attributes to Gagnon the statement that hiring staff to provide this level of service "would have run into millions of dollars per year," and says the City planned culturally appropriate avatars for different communities and a companionship program for older people with nonprofits. [3]