What challenges did Suffolk County face before AI implementation?

Traditional telephony could not handle seasonal call surges, long wait times, and high abandonment. Consumer Affairs requests on the county 311 system required manual escalation for most requests.

What was the impact of the AI solution?

Autonomous resolution rate reached 45-52%. The system managed up to 550 calls per week without human intervention. It handled 874 inbound calls in the first two weeks and reduced incoming call volume by 30% during peak tax season.

Source

GCP

Suffolk County deploys CORA voice agent with Contact Center AI and Gemini Enterprise Agent Platform

Use case typeCitizen service managementUpdated 7 hours ago

Suffolk County, New York partnered with Google Public Sector and UVS InfoTech to deploy CORA, a secure multilingual voice agent for local government service requests. The system uses Google Cloud Contact Center AI, Gemini Enterprise Agent Platform, BigQuery, and Google Cloud Storage to automate call intake, ticket updates, record checks, tax calculations, and staff handoff. CORA handles seasonal call surges, reduces wait times and abandonment, and supports 24/7 resident service across multiple county departments.

Organization: Suffolk County
Industry: Public Sector
Location: United States
Published: July 2026

Reported outcomes

52%

autonomous resolution rateOther quantified impact

45%autonomous resolution rate874 callscalls handled in first two weeks−30%incoming call volume reduction550 calls/weekcalls per week without human intervention

Strategic outcomes

Employee experienceFreed staff for higher-value workSpeed & agilityImproved service responsivenessCustomer experience & trustDelivered secure 24/7 multilingual assistanceScale & capacityUnified multiple legacy phone menu branches

Primary read

Use case focus

Showing 2 of 2

1Citizen service management
2Voice automation

Traditional telephony could not handle seasonal call surges, long wait times, and high abandonment.
Consumer Affairs requests on the county 311 system required manual escalation for most requests.

UVS InfoTech built CORA as an AI-powered virtual voice agent.
The assistant was trained on county laws, state regulations, procedures, and synthetic FAQ data.
It integrates with RingCentral, Salesforce CRM, Accela, and public tax portals to create tickets, verify records, calculate dues and penalties, and hand off complex calls with transcript context.

Technologies

Google Cloud Contact Center AI Gemini Enterprise Agent Platform BigQuery Google Cloud Storage RingCentral Salesforce CRM Accela

Autonomous resolution rate reached 45-52%.
The system managed up to 550 calls per week without human intervention.
It handled 874 inbound calls in the first two weeks and reduced incoming call volume by 30% during peak tax season.

Architecture

CORA is an AI-powered voice agent built by UVS InfoTech on Google Cloud Contact Center AI and Gemini Enterprise Agent Platform, integrated with RingCentral, Salesforce CRM, Accela, BigQuery, and Google Cloud Storage to automate resident call intake, ticketing, record checks, tax calculations, and human handoff with transcript/context.

Implementation partners1

UVS InfoTech

Sources & evidence1

Groundedness: 5/5Type: Customer StoryPublished: Jul 18, 2026Publisher: Google CloudEvidence: PrimaryConfidence: High

Primary source

AI-generated summary. Verify important details with the linked sources before relying on this case.

Explore related AI use cases

Customer evidence