QUESTION
What are the procedures for logging and retaining text conversations with NYC 311?
1:05:14
·
83 sec
The deputy commissioner explains that text conversations with NYC 311 customers are logged and transcripts are retained.
- Text exchanges between agents and customers are captured and transcribed.
- The transcripts are kept on file for a defined retention period.
- The exact length of the retention period is not specified in this exchange.
Eric Dinowitz
1:05:14
I wanna start with 583, which deals with live chat.
1:05:19
In your testimony, you said that they offer real time text capability.
1:05:25
I I have a few questions about that and then a few comments.
1:05:28
The chats, I assume, are logged and kept on file?
Joe Morrisroe
1:05:34
We currently don't do chat.
1:05:35
Sorry.
Eric Dinowitz
1:05:36
You said that you do text.
Joe Morrisroe
1:05:37
Text.
1:05:37
We do.
1:05:38
Yes.
Eric Dinowitz
1:05:38
That's what I'm yeah.
1:05:39
Are those texts?
1:05:40
Yes.
1:05:40
Chats, I'm using colloquially, the the text chats.
Joe Morrisroe
1:05:43
We we share that.
1:05:45
We just wanted to be clear.
Robert Holden
1:05:46
Thank
Joe Morrisroe
1:05:46
you.
1:05:47
So, yeah, there is an ability there is the the the text process does allow for capturing transcription of the interaction.
Eric Dinowitz
1:05:53
And those are and those are logged and kept for how long.
Joe Morrisroe
1:05:58
I don't know the I don't wanna quote the retention period.
1:06:01
There is a retention period.
1:06:02
I don't wanna quote that mistakenly, so it's something I could check and get back to you on that.
1:06:06
But they are logged and they are kept.
Eric Dinowitz
1:06:07
And the chats are transmitted to the relevant agencies?
Joe Morrisroe
1:06:11
No.
1:06:12
The content that's in the chat is free text, right, back and forth between the customer and the agent.
1:06:17
If a customer is looking for information, the agent, the text agent can satisfy that just by answering the question via text back and forth.
1:06:24
If it's a service request where we better collect the what, the where or the who, then that's done by the agent entered into the same CRM system we use in the call center and that you would use online, and that's what's transmitted to the agency.
