Suffolk uses AI to power pilot program at call center

Suffolk uses AI to power pilot program at call center

https://www.newsday.com/long-island/politics/suffolk-artificial-intelligence-call-center-d3b361rv

Publish Date: 2026-01-28 16:02:00

Source Domain: www.newsday.com

Here is a summary of the key points of the article regarding the Suffolk County pilot program using agentic AI:

• Introduction of Agentic AI in Suffolk County: The Suffolk County Consumer Affairs Division has implemented a pilot program using “agentic AI” to manage incoming calls, making it one of the first initiatives to integrate AI into municipal operations.

• Significant Call Handling Improvement: The pilot program started in late October and has successfully decreased the number of calls that go to voicemail or other automated responses by about 50%.

• Volume of Automated Resolutions: AI technology has independently resolved an average of approximately 200 calls per week since the inception of the program.

• AI Assistant “Cora”: The AI system uses “Cora,” the virtual assistant, to greet callers, offer general guidance, and direct them to appropriate resources or qualified professionals for specialized advice. Cora is advanced compared to typical automated responses.

• Scope of AI Use: Despite the current use of AI in the consumer affairs department, it is seen as an “ancillary benefit” rather than a replacement for human jobs in county operations, particularly during off hours and holidays.

• Future Applications: The use of AI in the county extends beyond call centers and may include document intelligence applications aimed at streamlining data querying.

• Lack of Detail on Expansion and Cost: County officials have not addressed questions such as the program’s implementation cost, the potential expansion to other departments, or how its effectiveness will be evaluated.

• Cybersecurity Context: The integration of AI comes as a response to significant challenges, such as the $25 million cyberattack on Suffolk County in 2022, highlighting the need for advanced technological solutions.