City of Kingsport Elevates Customer Service with Hansen's AI Call Center Agent Grace

In a groundbreaking collaboration, the City of Kingsport has successfully integrated Hansen Technologies' AI-powered virtual call center agent, Grace, into its municipal operations. As a leading provider in software and services for the energy, utilities, and communications sectors, Hansen Technologies has offered the City a transformative approach to customer service that optimizes both operational efficiency and user experience.

The Implementation of Grace

The deployment of Grace occurred in April 2026, aiming to improve the City’s capabilities in handling a high volume of daily inquiries while ensuring personalized assistance for more complex issues. This strategic initiative comes in light of the growing demand for efficiency and responsiveness from public utility services.

According to early metrics, Grace is already making significant strides. The AI agent manages over 30 calls concurrently and successfully resolves more than 60% of customer interactions without the need to transfer calls to human agents. This capability not only accelerates the resolution process but also empowers Kingsport’s human representatives to spend more time addressing intricate matters that require human ingenuity.

Enhanced Customer Engagement

Floyd Bailey, the City’s Chief Information Officer, emphasized the importance of integrating Hansen’s AI Agent solution with the existing Customer Information System (CIS). “Grace acts as a force multiplier, directly connecting with our customer records to provide real-time support regarding billing inquiries and payment processes,” he mentioned.

Moreover, Grace's advanced features include sentiment analysis, allowing for empathetic and context-aware responses. The capability to engage users in both English and Spanish significantly enhances the accessibility of services to a diverse range of residents.

A New Era in Customer Service

Bobby Slaton, Executive Vice President of Energy & Utilities at Hansen Technologies, pointed out the unique position of the utility sector's call centers as often being the most human-facing element of utilities. He remarked, “Integrating advanced AI with sentiment capabilities not only improves service speed but enriches the overall interaction experience for users.”

As pressure mounts on utility providers to meet rising expectations for fast and seamless service, Kingsport’s initiative places it at the forefront of innovation in public service. The introduction of Grace is described as a game-changer, not just in enhancing customer service but in redefining it altogether.

The Road Ahead

With more than 55,000 residents, Kingsport is committed to using innovative solutions to ensure that citizens receive prompt and effective support. The City’s integration of Grace and Hansen’s CIS reflects a broader trend across municipalities to harness technology for improved service delivery.

The success of this initiative serves as a promising model for other urban centers facing similar challenges, showcasing how AI can streamline operations and enhance customer satisfaction. As Kingsport continues to evolve, the partnership with Hansen Technologies represents a meaningful step towards a digital future in public service delivery.

In summary, the collaboration between the City of Kingsport and Hansen Technologies is a stellar example of how intelligent technology solutions can significantly improve public services. The impact of this project already resonates positively, proving that AI is not just about automation but also about enriching human interaction and enabling public servants to excel in their roles.

For more information on Hansen Technologies and their innovative solutions, visit www.hansencx.com.