customer_support · public · workflow
City of Midland cuts missed calls and scales citizen support with ElevenLabs-powered civic concierge 'Jacky'
Midland managed more than 3,000 inbound calls per day, with peak-time missed connections and longer resolution times. Traditional IVR menus made complex requests harder to complete quickly, and language coverage did not always match the multilingual community's needs.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Overflow call routed to Jacky
Overflow calls now route to Jacky for immediate, natural assistance.
Tools used
ElevenLabs AgentsSubagents
Outcome
Midland projects 7,000 fewer missed calls per month as overflow routes to Jacky instead of voicemail. A site-wide widget is expected to deflect routine questions before they reach the phone queue, rapid language expansion improves community inclusion, and a privacy-first deployment maintains citizen trust.
Results
Time saved7,000 fewer missed calls per month
Volumemore than 3,000
Cost replacedreducing latency and compute spend
Grounding & classification
Source type: vendor customer story
28 fields verified against source quotes.
ai agentai receptionistconversational aimulti agent workflowvoice aichat transcriptfailure mode describedmetric backednamed customerproduction runtime claimedtools describedvendor confirmedworkflow describedgovernmentcost reductiondeflection rateresponse time reductionvendor customer storycall center aicustomer supportautonomous resolutionvoice call handling