Improving residents'
access to city information.
Discover how the City of Amarillo leverages multilingual
UneeQ digital humans to improve access to local government
information and services.
AI for the people.
Located in the Texas panhandle, the City of Amarillo, known for its rich cultural heritage and vibrant community, is a pioneering force in utilizing advanced technology to improve public services. With a commitment to innovation, Amarillo has partnered with UneeQ to improve how they interact with residents, ensuring more efficient, frictionless, and personalized experiences.
website queries in first eight weeks of launching.
user satisfaction rate.
projected annual savings by better utilizing staff time.
Friction-filled government services reduce residents’ access to crucial information.
The culturally rich City of Amarillo has the same challenges of many local and state government bodies. They have a broad responsibility of public services and scores of information that allows resident's to make the most of the city’s resources.
But access to that information can be full of friction. For instance, in a city where a quarter of the population don’t speak English at home, how do you ensure everyone has equal access to information and municipal services in a language they best understand? For that, the City of Amarillo employed Emma, a UneeQ digital human to better serve their growing community.
A multilingual digital assistant for Amarillo.
For the City of Amarillo, UneeQ created a custom digital human, powered by generative AI and trained on the city's municipal information and services, allowing Emma to communicate with residents in around 100 languages.
Residents can access information through Emma in real-time — anytime —and in the language they find most comfortable speaking.
Emma can also navigate residents towards website information through natural conversation. So people with access challenges are no longer prohibited from paying their water bill, using their library resources, and accessing any number of other key services.
By allowing staff to focus on higher-value projects, Emma has allowed the city to make a projected saving of $1.8 million in her first year, while keeping the quality of service high with an unprecedented user satisfaction score of 98%.
City of Amarillo’s first digital human.
Emma is a late-30s Texan, born and raised in the City of Amarillo. Her upbringing shaped her into a patient, kind, and practical person, being a member of a tight-knit family and the eldest of three children.
Emma’s mother was a teacher at her high-school, and her father an agricultural worker. Through them, she learned to be dedicated, caring, compassionate, and driven. And from her younger siblings (her brother in particular), she learned responsibility and patience. Lots of patience!
In her spare time, Emma is an active part of her community, and even volunteers as a big sister to little girls in need of a role model. Her infectious enthusiasm for being a contributing member of her community was only accentuated when she became a mother herself. It’s this desire to inspire meaningful change that makes her perfect for her customer-facing role for the City of Amarillo – the city she loves.
Rich Gagnon
Chief Information Officer, City of Amarillo.
.avif){kind=logo}
Explore other case studies.
Communication for the modern age.
Deutsche Telekom has launched a UneeQ digital human to progress the future of modern communication for retail self-services.
A skincare expert designed to help YOU
Eve is Kiehl’s first AI skincare expert. She guides shoppers to the right products to suit their skin type, all through friendly conversation.
Meet Sama: a digital human for airline excellence
Sama, the world's first AI cabin crew, helps Qatar Airways take innovation take to the skies, with high-level customer care and service, around the clock.