{"stable_id":"b54968e6258d7e13","slug":"montgomery-county-monty-311","company":"Montgomery County, Maryland","workflow_name":"Monty conversational assistant for county services","function_code":"customer_service","pattern_codes":["coordination_compression","creator_to_judge"],"changed_assumption":"A multilingual assistant can answer first-line 311 questions while urgent or unresolved needs route to people.","evidence_strength":"verified","publication_tier":"showcase","freshness":"watch","reviewed_at":"2026-08-23","updated_at":"2026-08-22","source_quality_summary":"1 independent; publication outcomes are verified.","caveat_summary":"Result combined chatbot launch with telephony routing changes. Monty 1.0 also drew negative feedback for limited scope and phrase comprehension.","freshness_caveat":"Watch status: verify the cited source and deployment condition before reusing this case.","workflow_summary":{"before":[{"actor":"Resident","action":"Calls MC311 and waits for a customer-service representative.","actor_type":"control"},{"actor":"Representative","action":"Finds the relevant county service and answers or routes the request.","actor_type":"control"}],"hinge":"A multilingual assistant can answer first-line 311 questions while urgent or unresolved needs route to people.","after":[{"actor":"Monty assistant","action":"Answers information requests and directs residents across covered 311 topics and languages.","actor_type":"system"},{"actor":"311 representative","action":"Handles unresolved, urgent, or complex requests.","actor_type":"system"}],"decision_mode":"retained","decision_marker":"Human authority remains at the consequential boundary"},"before":[{"order":1,"actor":"Resident","action":"Calls MC311 and waits for a customer-service representative.","handoff_to":"311 representative","control":"Telephony routing."},{"order":2,"actor":"Representative","action":"Finds the relevant county service and answers or routes the request.","handoff_to":"Department","control":"Human service judgment."}],"after":[{"order":1,"actor":"Monty assistant","action":"Answers information requests and directs residents across covered 311 topics and languages.","handoff_to":"Resident or 311 staff","control":"Curated county knowledge and urgent-call routing."},{"order":2,"actor":"311 representative","action":"Handles unresolved, urgent, or complex requests.","handoff_to":"Department","control":"Human service authority."}],"decision_rights":"Residents may use human channels; county staff retain service and case decisions.","exception_path":"Urgent calls are routed quickly; unsupported questions and negative feedback trigger human service and knowledge updates.","removed_work":["Routine first-line 311 information lookup"],"outcomes":[{"metric":"Call hold time","baseline":"Five minutes before Monty 1.0 and telephony-routing changes.","result":"Two minutes within two months.","period":"First two months after launch.","scale":"Montgomery County MC311.","attribution_caveat":"Result combined chatbot launch with telephony routing changes.","evidence_label":"verified"},{"metric":"Call abandonment","baseline":"25% of calls.","result":"11% within two months.","period":"First two months after launch.","scale":"MC311 call volume.","attribution_caveat":"Monty 1.0 also drew negative feedback for limited scope and phrase comprehension.","evidence_label":"verified"}],"executive_lesson":"A public chatbot case is credible only if adoption gains and resident frustration are reported together.","anti_pattern":"Attributing telephony improvement solely to AI or hiding scope failures.","questions_for_leaders":["Which topics are safe for self-service?","How quickly can residents reach a person?","How is answer accuracy tested?"],"collections":["queue-eliminated"],"bundle_version":"1.0.0","bundle_fingerprint":"sha256:c23c6cc2b88153d008ea8fda928f632ce0011fc2d4c5036672a16e5d895bab93","canonical_url":"https://brianletort.ai/transformations/montgomery-county-monty-311"}