AI assistant begins answering phone calls for LBK planning department

Those who call Longboat Key’s Planning, Zoning and Building Department won’t get an answering machine — but a machine will answer.

“You have reached the AI-powered automated attendant for the town of Longboat Key Planning, Zoning and Building Department. I am here to help answer your questions or connect you with the right department,” the unnamed assistant says. “How can I help you today?”

The town has rolled out the AI assistant as a pilot program, offered as a free trial service from the company that hosts the town’s website, Polimorphic. Planning and Zoning Director Allen Parsons said the AI has “consumed everything that is on the town’s website” and that it can answer site-specific questions about zoning.

In a demo call in front of the Town Commission, the assistant was able to answer questions about short-term rental requirements and how to file a building permit.

There were some bugs to work out, though. In the same call, Parsons asked the assistant for setback requirements for an address on Buttonwood Drive.

“I found two addresses for 550 Buttonwood Drive,” the AI said. “One in Merritt Island and one in Longboat Key. Are you asking about 550 Buttonwood Drive in Longboat Key, Florida?”

After confirmation from Parsons, the assistant noted the zoning district for the address, but was not able to find the specific setback requirements for that address, offering to transfer the caller to a staff member.

Town staff is working to “fine-tune” the AI, Parsons said.

The fine-tuning has been effective so far.

In a test call by the Longboat Observer, the AI was able to give specific setback requirements for an address provided. The answer by the assistant matched the setback requirements specified in town code.

Parsons said the goals of testing the program are to see if the recent advances in AI can help the town provide 24/7 accessibility and reduce phone inquiries to staff to allow for quicker processing of permits.

“In the initial trial implementation, staff will be looking at the metrics of the percentage of calls that are fully answered by the system and then if that is a meaningful reduction in call volume and if the responses provided are helpful to our customers,” Parsons said. “We will evaluate the results and decide whether to proceed or not, including whether proceeding would involve just after-hours usage of the system.”

Whether to subscribe to the AI assistant would be a staff decision, Parsons said. He said if they did choose to utilize the service, it would preliminarily be used only during non-business hours and over the weekend.

“Outside of business hours, the ability for the AI system to answer fairly sophisticated questions and it seems like the kind of questions it can answer would be something that could be very helpful for someone calling after hours or they’re somewhere else in the world in a different time zone,” Parsons said. “So after hours, weekends, to be able to get questions answered, we think there’s a real benefit to the public.”

Initial quotes to use the service were $1 per phone call. The pilot program ends Dec. 10.

“Thank you for calling,” the AI says before it hangs up. “Have a great day.”