{"id":182448,"date":"2026-01-28T16:02:00","date_gmt":"2026-01-28T21:02:00","guid":{"rendered":"https:\/\/testing.news-you-need.com\/index.php\/2026\/01\/28\/suffolk-uses-ai-to-power-pilot-program-at-call-center\/"},"modified":"2026-01-28T16:10:09","modified_gmt":"2026-01-28T21:10:09","slug":"suffolk-uses-ai-to-power-pilot-program-at-call-center","status":"publish","type":"post","link":"https:\/\/testing.news-you-need.com\/index.php\/2026\/01\/28\/suffolk-uses-ai-to-power-pilot-program-at-call-center\/","title":{"rendered":"Suffolk uses AI to power pilot program at call center"},"content":{"rendered":"<p><a href=\"https:\/\/www.newsday.com\/long-island\/politics\/suffolk-artificial-intelligence-call-center-d3b361rv\">Suffolk uses AI to power pilot program at call center<\/a><\/p>\n<p><a href=\"https:\/\/www.newsday.com\/long-island\/politics\/suffolk-artificial-intelligence-call-center-d3b361rv\">https:\/\/www.newsday.com\/long-island\/politics\/suffolk-artificial-intelligence-call-center-d3b361rv<\/a><\/p>\n<p>Publish Date: <a href=\"publish_date]\">2026-01-28 16:02:00<\/a><\/p>\n<p>Source Domain: <a href=\"www.newsday.com\">www.newsday.com<\/a><\/p>\n<p>Here is a summary of the key points of the article regarding the Suffolk County pilot program using agentic AI:<\/p>\n<ul>\n<li>\n<p><strong>Introduction of Agentic AI in Suffolk County:<\/strong> The Suffolk County Consumer Affairs Division has implemented a pilot program using &#8220;agentic AI&#8221; to manage incoming calls, making it one of the first initiatives to integrate AI into municipal operations.<\/p>\n<\/li>\n<li>\n<p><strong>Significant Call Handling Improvement:<\/strong> 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%. <\/p>\n<\/li>\n<li>\n<p><strong>Volume of Automated Resolutions:<\/strong> AI technology has independently resolved an average of approximately 200 calls per week since the inception of the program.<\/p>\n<\/li>\n<li>\n<p><strong>AI Assistant &#8220;Cora&#8221;:<\/strong> The AI system uses &#8220;Cora,&#8221; 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.<\/p>\n<\/li>\n<li>\n<p><strong>Scope of AI Use:<\/strong> Despite the current use of AI in the consumer affairs department, it is seen as an &#8220;ancillary benefit&#8221; rather than a replacement for human jobs in county operations, particularly during off hours and holidays.<\/p>\n<\/li>\n<li>\n<p><strong>Future Applications:<\/strong> The use of AI in the county extends beyond call centers and may include document intelligence applications aimed at streamlining data querying.<\/p>\n<\/li>\n<li>\n<p><strong>Lack of Detail on Expansion and Cost:<\/strong> County officials have not addressed questions such as the program&#8217;s implementation cost, the potential expansion to other departments, or how its effectiveness will be evaluated.<\/p>\n<\/li>\n<li>\n<p><strong>Cybersecurity Context:<\/strong> 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.<\/p>\n<\/li>\n<\/ul>\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>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&#8230;<\/p>\n","protected":false},"author":1,"featured_media":182449,"comment_status":"closed","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"fifu_image_url":"https:\/\/cdn.newsday.com\/ace\/c:NjI0ZDgzYTItN2FmOC00:NDcxY2E1NDEtMzdjMy00\/landscape\/1280","fifu_image_alt":"","footnotes":""},"categories":[14],"tags":[],"class_list":["post-182448","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-artificial-intelligence"],"_links":{"self":[{"href":"https:\/\/testing.news-you-need.com\/index.php\/wp-json\/wp\/v2\/posts\/182448"}],"collection":[{"href":"https:\/\/testing.news-you-need.com\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/testing.news-you-need.com\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/testing.news-you-need.com\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/testing.news-you-need.com\/index.php\/wp-json\/wp\/v2\/comments?post=182448"}],"version-history":[{"count":1,"href":"https:\/\/testing.news-you-need.com\/index.php\/wp-json\/wp\/v2\/posts\/182448\/revisions"}],"predecessor-version":[{"id":182450,"href":"https:\/\/testing.news-you-need.com\/index.php\/wp-json\/wp\/v2\/posts\/182448\/revisions\/182450"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/testing.news-you-need.com\/index.php\/wp-json\/wp\/v2\/media\/182449"}],"wp:attachment":[{"href":"https:\/\/testing.news-you-need.com\/index.php\/wp-json\/wp\/v2\/media?parent=182448"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/testing.news-you-need.com\/index.php\/wp-json\/wp\/v2\/categories?post=182448"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/testing.news-you-need.com\/index.php\/wp-json\/wp\/v2\/tags?post=182448"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}