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How Lifelike AI Became Amarillo's Face — And A New Gateway To City Services
How Lifelike AI Became Amarillo's Face — And A New Gateway To City Services
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Legendas (89)
0:01
Emma came out of a very simple idea.
0:03
What if instead of going to a typical
0:06
government website, you could just talk
0:08
to the city on the website and get an
0:11
answer?
0:16
My name is Rich Gone. I am assistant
0:18
city manager and chief technology
0:20
officer for the city of Amarillo.
0:22
Technology plays a huge part in everyday
0:24
life here. The whole panhandle region
0:26
has always been known for pioneering,
0:27
but it's always been in the traditional
0:29
fields, oil and gas and cattle. And
0:32
certainly we're very innovative in that.
0:34
Emma sends a different message that that
0:36
innovation carries across all kinds of
0:39
industries. Emma came out of a very
0:41
simple idea. What if instead of going to
0:44
a typical government website, you could
0:46
just talk to the city on the website and
0:49
get an answer? And that's really where
0:51
the Dell AI factory with Nvidia came
0:53
into play for us. They actually kind of
0:56
upleveled what we were thinking about
0:57
and we went from just a simple agent to
1:00
a full digital human.
1:01
>> Hi, I'm Emma, your digital assistant for
1:04
the city of Amarillo. I'm here to help
1:06
you find the information you need.
1:08
>> We are a very diverse community. We
1:11
needed Emma to represent all of
1:13
Amarillo. To be able to introduce a
1:16
resident to a different digital human
1:18
that looks, sounds, and feels like them
1:21
seems like a small thing, but I think it
1:23
sends a really clear message that at
1:24
Amarillo, everybody matters. So, when a
1:27
resident sees Emma, what they're seeing
1:28
is the animation piece, but behind that,
1:31
you have your speech to text, which is
1:33
actually hearing the voice of a resident
1:35
and converting that into text to send
1:37
the query. You also have text to speech,
1:39
so the answer gets translated back into
1:42
speech. behind that where we actually
1:43
have a vector database and that is
1:45
sourced from our website. So when I ask
1:48
Emma a question that hits an AI model on
1:50
the back to make that conversational.
1:53
Our typical questions are often about
1:54
how I pay a water bill, what are the
1:56
library hours? So far this year, I think
1:58
we've processed just under 33,000
2:01
questions. Our original ROI was really
2:03
around the deferment of 1.8 million in
2:07
additional hiring just to handle the
2:09
call load. But we're starting to see
2:11
different kinds of ROI as well. Every
2:14
call center struggles with turnover.
2:15
When you have Emma as your assistant,
2:18
she's an assistant to every one of our
2:19
agents. So turnover goes down, ramp time
2:22
goes down, our response time goes down.
2:26
We were the first government to do this.
2:28
I think the second entity on the planet.
2:31
We knew that Dell AI factory with Nvidia
2:34
was the right partner because we already
2:35
had a long history with Dell. They were
2:37
a big part of our entire innovation
2:39
program from the start. I have folks
2:41
working in their lab right now with the
2:43
team testing agentic functionality and
2:46
it's really the value that they've
2:47
brought to us with Emma. They're taking
2:49
a lot of the technology development off
2:51
of our plate so that we can focus on
2:53
just the business case. Most cities
2:55
don't think about things like first
2:57
mover advantage. That's very much a
2:58
commercial concept. We believe to our
3:00
core that AI can enhance human dignity
3:02
if it's done right. And I think by
3:05
leading in both, not just running down
3:07
the technology path, but by leading in
3:09
both, we've sent a message not just to
3:12
our community, but outside our community
3:13
that, hey, we're open for business and
3:15
we can be innovative in a way that
3:17
you're comfortable with.
