Kingsport's AI call center agent handles 60% of customer calls without human intervention
The City of Kingsport deployed an AI call center agent in late April 2026 that is already resolving the majority of customer service interactions without escalating to human staff. The agent, called Grace, processes more than 30 concurrent calls and closes out 60% of interactions end-to-end.
Grace integrates directly with the city's Hansen CIS customer information system, giving it real-time access to account details, billing history, and payment processing. The agent handles inquiries in English and Spanish and uses sentiment analysis to tailor responses to individual customers.
What this means for call center staff
The deployment freed up human representatives to focus on complex cases that require judgment and problem-solving. Grace resolves issues 50% faster than human agents, which shortens wait times across the board and gives representatives more breathing room to handle escalated calls.
Kingsport operates its water utility with a lean customer service team. High call volumes created bottlenecks before Grace went live. The AI agent absorbs routine billing questions, account lookups, and straightforward service requests-work that previously consumed significant staff capacity.
Early performance data
- 60% of calls resolved without human handoff
- 30+ concurrent calls handled simultaneously
- 50% faster issue resolution compared to human agents
- Bilingual support in English and Spanish
Floyd Bailey, Chief Information Officer at the City of Kingsport, said the integration with Hansen CIS was critical to the agent's effectiveness. "Grace can access account content in real time, manage billing inquiries, and take payments," he said.
The deployment shows how AI call center agents can function as a practical tool for under-staffed operations rather than a replacement for human judgment. Representatives still handle the calls that matter most-the ones where customers need someone who can think.
If you manage or work in a call center, understanding how to work alongside AI agents is becoming essential. Learn more about AI for Customer Support or explore the AI Learning Path for Call Center Supervisors.
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