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Milton residents had some extra help after the major snowfall of Jan. 24-25. 

The Town of Milton deployed a new phone-based artificial intelligence (AI) agent on Jan. 23 to help answer residents’ questions about winter maintenance and service impacts during the significant weather event. 

As snow piled up, the AI agent provided real-time, verified information about: 

  • how the Town conducts snow operations 

  • parking options and restrictions 

  • waste collection 

  • the status of recreation programs 

  • facility closures and operating hours 

Developed in partnership with Spare AI, this pilot project represents an important milestone in the Town’s commitment to innovation in technology and service delivery. 

“At the Town of Milton, we strive to use technology to improve our work and the customer experience of Milton residents,” said Doug Sampano, Commissioner, Community Services. 

“This tool represents a key component of the Town’s approach to modernizing service delivery and improving residents’ access to information during service disruptions.” 

Promising early results.  

Results from calls received during the significant weather event show promising performance:  

  • The AI agent supported 435 incoming calls to the Operations team. 

  • It resolved nearly half of those calls independently. 

  • It handled 297 minutes of call time, allowing staff to focus on complex and urgent needs. 

The agent also identified several call trends during the event: 

  • Most calls related to snow clearing on residential roads. 

  • A steep rise in early-morning calls occurred when schools reopened. 

  • Many windrow-related calls came from self-identified seniors unable to clear their driveways; and the agent shared information about the Town’s windrow removal program. 

  • When the significant weather event ended, calls shifted toward potholes and road maintenance.