Normalized claim
Quantified impact: 20% increase
20% of residents who call the city’s main number now resolve their issues without ever speaking to a human
City of Tamarac transforms resident experience with AI-powered omnichannel assistant using Amazon Connect and Amazon Q
Use case typeCustomer service automationUpdated Jun 13, 2026
In the fast-growing, diverse South Florida City of Tamarac, 20% of residents who call the city’s main number now resolve their issues without ever speaking to a human. The city built a multilingual, omnichannel contact center on AWS to provide residents 24/7 access for emergency alerts, water bills, parks and recreation updates, and other services. The platform uses an AI-powered virtual assistant with a daily-updated knowledge base from more than 13 city websites and applications, and Amazon Q to provide real-time suggestions to agents.
- Organization
- City of Tamarac
- Industry
- Public Sector
- Location
- United States
- Published
- November 2025
Reported outcomes
+20%
quantified impactOther quantified impact
+77%quantified impact
Strategic outcomes
Customer experience & trustDelivered 24/7 multilingual resident accessNew product / capabilityLaunched AI-powered self-service assistanceCustomer experience & trustEnabled residents to resolve issues without agentsRisk & complianceMaintained emergency communications during hurricanes
Why do we believe this?Outcome claims, sources, and evidence checks
Normalized claim
Quantified impact: 77% increase
resident satisfaction has climbed to 77%
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- City of Tamarac
- Provider
- AWS
- Maturity
- Unknown
- Linked source
- AWS Public Sector Blog
No explicit deployment-stage evidence found.
Customer identity supportedSource describes one deploymentMaturity evidence evaluated
Primary read
Use case focus
Showing 3 of 5
- 1Customer Service
- 2Agent Assist
- 3Virtual Assistant
- Residents faced multiple phone numbers, limited service hours, inconsistent information, frequent transfers, and delays in getting answers.
- Manual updates across platforms slowed emergency communications during hurricanes and other crises.
- The city needed inclusive, multilingual 24/7 access for a growing resident base.
- Built a multilingual omnichannel contact center on Amazon Connect.
- Used an AI-powered virtual assistant backed by Amazon Bedrock and a dynamic knowledge base that crawls and updates city content daily.
- Used Amazon Q to provide real-time agent assistance and reduce manual lookups across systems.
- Enabled routing by keywords, self-service for routine FAQs, seamless handoff to live agents, and automated alerts across phone, text, web chat, and video.
Technologies
- 20% of calls are resolved without speaking to a human.
- Resident satisfaction reached 77%, versus state and national averages of about 53% to 56%.
- Average handle times decreased.
- Errors were minimized.
- City staff can maintain functionality during hurricanes and other emergencies.
Architecture
The city deployed an AWS-based omnichannel contact center that combines Amazon Connect with an AI virtual assistant and Amazon Q for agent assist. The assistant uses a dynamic knowledge base updated daily by crawling more than 13 city websites and applications, supports eight languages, routes callers by keyword, and supports live-agent handoff. Emergency alerts are pushed through integrated CivicPlus Alert Center RSS feeds across multiple channels.
Sources & evidence1
Evidence: Low35/100Evidence strength
- Customer explicitly identified
- Quantified outcome available
- Technical implementation details available
Type: Blog PostPublished: Nov 24, 2025Publisher: AWSEvidence: VendorConfidence: Medium
AI-generated summary. Verify important details with the linked sources before relying on this case.
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