Detroit Launches AI Agent ‘Emily’ for 24/7 Neighborhood Service Calls

Detroit launched an AI-powered assistant named Emily. She handles neighborhood service calls in City Council Districts 3 and 4. The pilot program with the Department of Neighborhoods lets people report problems and get information around the clock.

Emily is a real-time AI agent built by Believe in AI, a Detroit-based company. Co-founders Mario Kelly and Gabriel Wilson say their tech can manage extended and complicated conversations.

"Emily is a real-time AI agent. She could have a 10 to 40 minute conversation with anyone," Kelly said, as per Click On Detroit.

The system addresses many neighborhood concerns and city services. People can report blighted houses, abandoned cars, and downed trees. They can ask about trash pickup, find volunteer opportunities, and make other neighborhood complaints that the Department of Neighborhoods handles.

The program streamlines traditional customer service while expanding access past standard business hours. Wilson described the results.

"The idea is to be more efficient, to help resolve any type of issues, answer questions. It's just been kind of life-changing, some of the impact that Emily has had," Wilson said, according to Click On Detroit.

Shannon Austin lives in District 3. She tested the system and liked what she experienced. The timing flexibility matters most for many people, she explained.

"The process of communicating can be strained at points. Not everybody has the capacity to operate on business hours, if that makes any sense," Austin said, as shared by Click On Detroit.

The 24-hour availability helps residents who work late shifts, juggle multiple jobs, or can't call during typical office hours.

Staff at the Department of Neighborhoods have worked with Believe in AI and the system for about two months. District 3 Manager Kayana Sessoms said city staff can check performance anytime. They monitor calls around the clock, access audio recordings, and review transcripts.

This lets the city track issues and check response quality and accuracy. It also allows continued training and system improvements.

"The efficiency is really something we are excited about continuing to grow and educate people around. Currently right now, we are seeing some positive responses around how the app is being used," Sessoms said, as per Click On Detroit.

Residents in Districts 3 and 4 who want to learn more or try the program can contact their Department of Neighborhoods office. They can also visit www.detroitmi.gov.