Pensacola's AI Agent Penny to Handle 311 Calls

Pensacola is launching an AI agent named Penny to handle 311 calls. This new AI assistant will begin a soft launch on July 6th, working with the AI company Polimorphic. City Administrator David Stafford says Penny will help with constituent questions and learn during her 30-day soft launch. She's designed to answer overflow calls during office hours when other service teams are busy. Pensacola's 311 service handles non-emergency issues like potholes or broken park equipment. This initiative marks the city's first step in responsibly using AI.