Case Study: City of Amarillo improves resident access to services with UneeQ AI human Emma

City of Amarillo improves resident access with UneeQ, driving 98% satisfaction and $1.8M in projected annual savings

The City of Amarillo faced a challenge in providing accessible information and municipal services to its diverse residents, particularly with a quarter of the population not speaking English at home. To address this friction-filled access, the city partnered with vendor UneeQ to implement a digital human named Emma.

UneeQ's solution was a multilingual digital assistant powered by generative AI and trained on the city's information. Emma allows residents to access information in real-time and in approximately 100 languages through natural conversation. This solution achieved a 98% user satisfaction rate, handled 16,800 website queries in its first eight weeks, and is projected to save the city $1.8 million annually by allowing staff to focus on higher-value projects.

City of Amarillo