Could Artificial Intelligence (AI) be coming to the city’s website?
The idea was brought up during Tuesday’s special council committee meeting on KPMG’s organizational review of the city.
One of the top 10 opportunities involves customer service.
Councillor Sara Inch asked KPMG partner Bruce Peever if there is a role for AI to play in easing the burden on staff.
“It’s going to change how services are delivered,” says Peever, pointing to the use of so-called ‘bots’.
“When you go on the city’s website you would be greeted with a bot and you would ask your question,” he says. “AI is now powerful enough that if you have the database there, it would be able to provide the answer.”
Peever says some examples could include garbage pick-up times or even complex issues related to taxes.
He says that would free up staff to answer more difficult questions.
Council kept the organizational review on the committee file with the CAO to report back with an implementation plan.
