City of Midland Cuts Missed Calls and Scales Citizen Support with ElevenLabs

Bars down, 11 Labs [music] has the absolute best voice synthesis technology out in the market. If you look at other large competitors, they don't they don't compare. My name is Steven Sierra Alcabes. I work for the city of Midland as their process engineer [music] officer. We have, you know, thousands of phone calls coming in each day. There's over 3,000 phone calls. Uh so that's one use case is having uh calls that are typically missed diverted then to our agent in our case is called Jackie. So uh Jackie 2.0 as we as we call her is our AI assistant our AI uh civic concurge for our city of Midland citizens. Jackie at this moment is able to provide citizens uh answers to not only most commonly uh sourced uh questions, but also answers [music] to more complex situations that a simple chatbot that you could purchase, you know, uh straight from another vendor will definitely not be able to provide. And instead of getting forwarded to a voicemail or getting forwarded to a very robotic uh voice agent, they are getting forwarded to [music] an agent that again understands uh the complexity of human interaction, understands [music] context, is able to speak with uh with empathy and with contextual understanding. The other use case that we also have for Jackie uh which we just went uh not live but in beta across the entirety of our website is it's a widget. [music] We created a custom UI that's powered by 11 laps. And what this does is it will likely lead to the reduction of the amount of phone calls that come in to source very basic questions that [music] shouldn't really you know necessitate a phone call to begin with. And so right now the very basics like I said are are [music] phone calls and on our website but we do have plans on expanding our use case even further. [music] And so what we project is the ability to reduce about 600 [music] missed calls uh per day. Without getting into to naming the other competitors, I think that we all know which ones they are, but truth be told is you can get something at a fraction of the cost with much better latency, much better contextual awareness, much better sense of emotion and empathy, which are things that are extremely [music] important for our citizens. Each additional second of uh white space as you would call it in lag time [music] just waiting for an answer reduces customer satisfaction rates significantly. And so understanding that going with the best provider that being 11 Labs really it it was a no-brainer for us. Before we didn't have anything comparable. I mean really it's the uh the typical press one for you know or press zero for operator, press one for this department, press two for that. It's your typical uh banking experience, right? [music] You call a bank and you end up yelling operator like three times. Uh it just I can't compare it at all because there just wasn't any. One of the things that I really enjoy about 11 Labs agent uh platform is the ability to develop those visual workflows. [music] And what this does in turn from a practical level is it reduces your cost associated with LLM [music] usage because although your agent may have uh one LLM being deployed, your main agent, your sub agents can have different LLMs uh being used and you also [music] don't create a massive knowledgebased repository that's being rag indexed by every single question. And so this drastically reduces latency, but it also reduces the cost with LM usage. So in Midland, Texas, we have a population of about 138,000 individuals. Uh most of our population speak English and Spanish. uh you do have a subset of the population which is [music] less than 2% of the total that speak additional languages such as uh Taiwanese or uh Mandarin uh and a very small subsection as well that also speak in Arabic and and regardless of the language I mean [music] we want to make sure that we are able to provide services in a matter that feels equitable right it's it's ensuring [music] that every voice feels heard heard that every individual that interacts [music] with our city is able to feel valued, feel cared for, and being able to ensure that we we're able to communicate [music] in their natural language is going to help break barriers. 11 Labs allows us to easily add, [music] you know, additional language capabilities uh at a, you know, flick of a toggle. In the government sector, you know, security is extremely vital. If you can't demonstrate that you are protecting uh individuals, you know, privacy and there are risks associated with, you know, data breaches and things of that nature, you can find yourself in a world of not only legal trouble, but at the end of the day, you're losing the trust of your [music] customer base. And that in our case is is our citizens. And we we owe it to our citizens to do everything that we can to ensure that they feel that their information is safe when they are interacting with our AI assistants. Right now we are also [music] testing our 11 labs agents with our lean six sigma training and certification program so that our students can interact with [music] an instructor assistant if you will that is able to 24/7 provide that student with support in any of the areas within [music] the uh course that that student may need and it does so really wonderfully. Would I recommend 11 Labs to other cities? Absolutely yes. Hands down. Eleven Labs beats every other competitor out there in terms [music] of technology, in terms of price point. And as far as becoming a legitimate partner with the city, I do feel that 11 Labs has given our city a lot of support. [music] uh provided a lot of flexibility throughout the procurement process and it is something that I believe any other city out there looking to really push the boundaries of what they can do for their citizens by incorporating AI into [music] their services can certainly benefit from what 11 Labs has to offer. Do your research. Look at other companies. Look at their price points. look at their actual technical capabilities, but then beyond the numbers, beyond the specs, test it [music] out yourself, verify it, you know, get get a test API key, see what it does for yourself, and, [music] you know, begin to really see for yourself what exactly it is about 11 Labs that puts it a punch way above the rest.