Your IT department is already looking at it. Your city manager may have already signed a contract. Or you're about to sit in a demo where someone will show you a dashboard, explain the cost savings, and quote a resolution rate that sounds genuinely impressive.
What nobody in that meeting is going to ask — unless you do — is what the experience feels like to the resident on the other end.
That's your job. And it's more important than ever right now.
The Resolution Rate Isn't the Whole Story
AI-assisted public communication tools are getting genuinely good at handling routine contacts. A resident checks on a permit status. Someone wants to know when their trash gets picked up after a holiday.