What challenges did City of Carson face before AI implementation?

High volume citizen calls caused multiple transfers and long hold times. The city needed 24/7 multilingual support for major upcoming events without a large increase in call center staff. Residents needed faster access to basic information and improved digital engagement.

What was the impact of the AI solution?

Nearly 400 conversation sessions per month with zero live agent handoffs. About 27% of usage occurs after business hours, reducing overtime. The city estimates Ask Carson will free up 30% of staff time within a year.

Source

GCP

City of Carson (Ask Carson) builds multilingual citizen-engagement virtual agent with Dialogflow CX, Vertex AI Data Store agents

Use case typePatient engagementUpdated Jun 13, 2026

The City of Carson’s Information Technology and Security Department implemented Ask Carson, a multilingual citizen-engagement virtual agent to improve access to information for residents and businesses. The solution uses Google Cloud Conversational Agents/Dialogflow CX and Vertex AI Data Store agents to answer questions from public website content and support separate language flows for multilingual requests.

Organization: City of Carson
Industry: Public Sector
Location: United States
Published: September 2025

Reported outcomes

30%

staff time freedTime & speed

400 sessions/monthconversation sessions per month27%after-hours usage share

Strategic outcomes

Customer experience & trustImproved resident access to informationNew product / capabilityDeployed multilingual virtual agent

Catalog median for time & speed deployments: +80% across 203 reported metrics. Compare benchmarks →

Primary read

Use case focus

Showing 3 of 4

1Citizen engagement
2Virtual agent
3Conversational AI

High volume citizen calls caused multiple transfers and long hold times.
The city needed 24/7 multilingual support for major upcoming events without a large increase in call center staff.
Residents needed faster access to basic information and improved digital engagement.

The City of Carson worked with Insight to build Ask Carson as a conversational AI chatbot on Google Cloud.
The bot was built with Dialogflow CX and uses Vertex AI Data Store agents connected to the city’s public website content.
Separate language flows automatically translate and answer in the user’s language, and the bot was delivered in nine weeks.

Technologies

Dialogflow CX Vertex AI Data Store agents Google Cloud Conversational Agents

Nearly 400 conversation sessions per month with zero live agent handoffs.
About 27% of usage occurs after business hours, reducing overtime.
The city estimates Ask Carson will free up 30% of staff time within a year.

Architecture

The City of Carson and Insight built Ask Carson as a conversational AI virtual agent on Google Cloud using Dialogflow CX and Vertex AI Data Store agents. The solution includes separate language flows for multilingual requests, automatic translation and language-aware responses, and knowledge retrieval from the city’s public website content. The project was delivered in nine weeks and includes analytics to monitor usage and content gaps.

Implementation partners1

Insight

Sources & evidence1

Groundedness: 5/5Type: Customer StoryPublished: Sep 3, 2025Publisher: InsightEvidence: PartnerConfidence: High

Primary source

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Customer evidence