Q&A
Future updates and expansion of MyCity's chatbot capabilities
1:49:00
·
171 sec
Council Member Gutiérrez inquires about future updates and expansion plans for the MyCity chatbot. Commissioner Fraser discusses upcoming improvements and potential areas for expansion.
- Fraser confirms that updates are planned to expand the chatbot's capabilities beyond small business services
- He mentions that more details on these updates will be available within the next month
- The discussion touches on the testing process for the chatbot, both before launch and ongoing
- Fraser notes that there has been positive feedback from users, particularly business owners
- He identifies quality of life complaints as a potential area for chatbot expansion, potentially integrating with 311 services
- The conversation highlights the potential for AI to help serve information faster and more efficiently, particularly for general service inquiries
Jennifer Gutiérrez
1:49:00
Do you anticipate any future updates?
1:49:03
I know you're at 44 for the chatbot 4.0, the chatbot 4.0.
1:49:07
Are you anticipating other future updates?
Matthew Fraser
1:49:11
Yeah.
1:49:11
So we're we're planning to have updates.
1:49:14
That are going to expand the universe of the chatbot beyond small business services.
1:49:18
More details on that will come within the next month.
1:49:24
But we're certainly looking to expand the use in capability of the chatbot beyond that.
Jennifer Gutiérrez
1:49:28
And was there any testing done prior to the launch of the chatbot?
1:49:33
And is testing continuous while potentially there'll there'll be another upgrade?
Matthew Fraser
1:49:38
There was a substantial amount of in house testing, and we also did sentiment testing with people on the public.
1:49:45
So they could use a chatbot, see how they felt about the look and feel of it, so we could get some of that sentiment.
Jennifer Gutiérrez
1:49:50
What was the sentiment?
Matthew Fraser
1:49:52
So in general, we we had we had a lot of positive feedback around the information that came out.
1:49:59
We had testimonials a day that we launched that included business owners talking about their capability to leverage that.
1:50:07
And if it was around when they were launching their business, how much easier the process would have been?
1:50:11
So so far, we've gotten a lot of positive feedback, but we still have a long road ahead of us because it's only serving one business function within the city.
1:50:22
If we can get it to cover more, we'll be in a much better space.
Jennifer Gutiérrez
1:50:26
Okay.
1:50:26
Do you is it where do you think it would best fit or kind of where where are you at that in that analysis?
Matthew Fraser
1:50:32
Well, I I think for us, quality of life complaints is an area where I keep I keep honing in on.
1:50:37
Mhmm.
1:50:37
New York City 301.
1:50:39
It's fun fact.
1:50:40
Right?
1:50:40
For New York City through in 1, out of 10 New Yorkers, every out of 10 New Yorkers surveyed, 9 of them right through in 1 attend.
1:50:51
Right?
1:50:51
Which means that
Jennifer Gutiérrez
1:50:52
Vicky Paladino today.
Matthew Fraser
1:50:53
Vicky Paladino, the accounts member holding.
1:50:56
Right?
1:50:56
The right
Jennifer Gutiérrez
1:50:57
People's back and forth.
1:50:58
He's he's not a 10.
1:50:59
Yeah.
1:50:59
I know there's perfect.
Matthew Fraser
1:51:01
Well, the 10 only refers to the agents response to the call that come in versus the agency response the call.
1:51:08
So most people are satisfied with 301 agents today.
1:51:12
I'd say for us, for the quality of life complaints and the quality of life information requests, if we could serve that information out faster and we can use AI to help us do that, that would be great.
1:51:22
As it stands right now with the staffing levels that we have, it would be great to have that that focus on more or more substantive calls so that they can get to people that need information, real information or service requests quicker.
1:51:37
And if we could serve the information up about general services that the city has in an easier more digestible way, It'll give our agency our agents the capabilities of doing just that.
Jennifer Gutiérrez
1:51:47
You the 31 at 3118?
Matthew Fraser
1:51:49
01 agents.
1:51:50
Correct.
Ruby Choi
1:51:51
Got it.
