City of Boston: The City of Boston integrated an AI-native platform called Creatio into its 311 non-emergency services system, replacing a legacy system that had operated since 2008. The new platform uses predictive machine learning to recommend next steps in service workflows and generative AI to support natural language interactions between staff and the system. | AI Trace
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The City of Boston integrated an AI-native platform called Creatio into its 311 non-emergency services system, replacing a legacy system that had operated since 2008. The new platform uses predictive machine learning to recommend next steps in service workflows and generative AI to support natural language interactions between staff and the system.
Details
Boston finalized a contract with Creatio in 2024 and the new 311 system went live in February 2026, handling more than 1,000 daily service requests across 180+ service types from residents. The Creatio platform includes predictive AI to recommend next best actions in workflows and generative AI for natural language interface, consolidating requests across dozens of city departments. A city official described the prior system as a 15-year-old on-premises system built on SQL servers that was no longer meeting the government's needs.
