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Long-standing technology partner for NYC 311 voice systems
New York City's most visible artificial intelligence experiment — the MyCity business chatbot — was shut down in February 2026 after repeatedly giving illegal advice. But while that failure dominated headlines, the city was simultaneously deploying AI-powered tools across its 311 system that most residents never heard about: a voice assistant pilot built on Microsoft and Nuance technology, and an AI-driven multilingual translation service handling text and SMS in at least nine languages. The full picture only emerges when you cross-reference the city's annual algorithmic tool disclosures, 311 operational data, and recent AI governance documents.
Updated Feb 20
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