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Tallahassee is using AI in various city departments to improve efficiency and services.Key AI implementations include customer service chatbots, data compilation software, and AI-assisted policing tools.The city aims to expand AI use to provide 24/7 customer service and enhance public safety.
Artificial intelligence has changed the way the world works, and the City of Tallahassee is no different. Like other governments and corporations, Tallahassee is also using AI to run the capital city more efficiently.
But the reliance on smart technology in local government is a slow and steady process compared with other industries, according to city agenda materials.
“A 2024 International City Manager Association survey of local government officials showed that 5.4% of municipalities considered AI a strategic priority, and those exploring AI implementations were often focused and experimental, rather than systemic,” agenda materials say.
In Tallahassee, AI is used most notably in the city’s utility customer service department and the Tallahassee Police Department, but teams from every department are researching or piloting “focused applications of AI to improve the provision of services to the community.”
“The City’s mission to be the national leader in the delivery of public service serves as the guide for all use of technology, including AI,” agenda materials say. “As such, any application of AI is implemented with the goal of improving services to City customers, residents, and visitors.”
Chatbots, data compilation and more
Tallahassee has found that AI is a great way to improve customer experience by using “customer-focused chatbots.” If customers have an issue with their utility services, they can seek help through the city’s chat features that respond to resident inquiries.
“The City is at the forefront of the utility customer service industry, making continuous efforts to enhance customer engagement and experience,” agenda materials say. “New technology solutions are a pivotal part of the City’s customer service efforts.”
Earlier this year, the city launched an AI solution that automatically compiles and summarizes a customer’s billing activity, invoices, and payments from the past twelve months, according to agenda materials. The software also provides data, such as overdue amounts or the maximum number of days a bill has been past due, in real time.
City representatives can determine options and address needs much faster. “A process that previously could take hours in a spreadsheet is now instantaneous,” agenda materials say.
Staff is continually looking at other AI improvements like generative chat-based support and voice recognition services to “expand customer service to a 24/7 posture with the aim of providing a tailored customer service experience while also supporting full response during moments of peak call volumes or local area crisis response,” agenda materials say.
TPD embraces smart policing
TPD has been using AI-assisted license plate readers for the last two years, which the city says have greatly expedited the vehicle search process and led to the recovery of more than 219 stolen vehicles.
They use “optical character recognition to capture and convert license plate images into readable text,” according to city staff.
Spearheaded at the Capital Region Real-Time Crime Center, AI-supported firearm detection software “gathers notifications from community partners when a weapon is observed, enabling rapid, data-informed law enforcement response.”
In an interview with the Tallahassee Democrat in February, TPD Chief Lawrence Revell said AI is taking footage from officers’ body-worn cameras and compiling it into a comprehensive police report for an incident. From the moment the camera is activated to the time it’s disengaged, AI is capturing everything down to the color of the cars in the background, he said.
The idea is for officers to spend less time writing reports and more time actively policing.
Drones equipped with AI-driven navigation and spatial orientation technology have also been used in the last year.
Revell said ultimately the plan is to have a drone on top of the police department and the dispatcher answering a 911 call can hit a button, launching the drone to respond and “lay eyes” on a scene. The drone will only fly to the coordinates that are already collected from the call.
The advanced technology helps the drones avoid collisions and fly efficiently, according to city staff. Between TPD and the Tallahassee Fire Department, the drones have clocked more than 100 flight hours.
“Collectively, these AI tools are improving operational efficiency, response accuracy and situational awareness, ensuring public safety services remain both proactive and responsive.”
Local government watchdog reporter Elena Barrera can be reached at ebarrera@tallahassee.com. Follow her on X: @elenabarreraaa.