AI-Driven Initiatives

The City of Marietta is embracing artificial intelligence to enhance how we serve our community, from improving customer service to streamlining internal processes. These AI-driven solutions are helping us work more efficiently, respond more quickly, and deliver high-quality services to the people we serve. This page highlights the innovative ways we are leveraging AI today for a more connected, responsive city tomorrow.

The City of Marietta and Marietta Power are partnering with Georgia Tech and the Georgia Tech Research Institute on GridLogic, a groundbreaking project that uses advanced research and artificial intelligence to make our power grid smarter, stronger, and more secure.

This initiative showcases how Marietta is leading the way in building a safer, more reliable energy future for our community and beyond.

AI-Enabled Utility Customer Service Call Center

In 2025, the City of Marietta will complete the transition of its Customer Service Call Center to a cloud-based, AI-enabled platform. This upgrade introduces an AI Assistant trained on City policies, procedures, and high-quality resolved cases to support our Customer Service Agents in real time. The result will be faster, more consistent service for the public.AI Call Center

As part of this rollout, AI-powered training tools will streamline onboarding for new agents, allowing human trainers to focus on other key responsibilities. In addition, automated bots will assist residents with routine tasks such as paying bills, setting up new services, and getting answers to frequently asked questions. Once launched, we anticipate a 20% reduction in average wait times and a 20% improvement in first-call resolution rates. The bots will manage up to 30% of common service and billing inquiries, allowing our agents to focus on more complex issues and making our service team more efficient overall.

For residents, this means quicker, more reliable customer support, including 24/7 access to basic services. For staff, the AI tools will reduce training time by approximately 30% and provide continued support on the job. This project is a clear example of how the City is exploring smart solutions through emerging technology to enhance operations and improve the experience for both employees and the community we serve.

Keeping digital information secure is a top priority for the City of Marietta. Our team uses industry-standard frameworks and best-in-class tools to continuously monitor and protect the City’s systems. This includes leveraging artificial intelligence and machine learning technologies that are constantly refined to improve performance and adapt to the ever-changing cybersecurity landscape.

More AI-driven initiatives are on the way... stay tuned!