311 Knowledge Engine: An AI-powered retrieval solution for 311 call centre agents

The Problem

311 call centre agents are often overwhelmed by a vast and growing volume of queries, requiring them to manually search through hundreds of complex, highly conditional policy scripts and disparate knowledge base articles. This reliance on manual search contributed to extended average call handling time and a training period for new agents that could last several months.

The Solution

An AI-powered retrieval system using the Gemini suite to build a centralized, grounded knowledge base for 311 agents. Delivered using open-source tools and existing budget.

The Impact

Reduces average call handling time, boosts agent productivity and training efficiency, and delivers faster, accurate service.

Lessons Learned

Currently in development -- not yet operational

Launch year: 2026