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Reviewed and published by trentmaziarz, June 30, 2026. Discovered and drafted by our automated research pipeline.
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.
Products affected
Boston 311
Sources & Evidence
News Article
Company Disclosure
Cite this record
Trace Foundation. (2026). 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 (data as of 2026-06-30) [Data set record]. AI Trace. https://www.aitrace.org/r/practice/8e448277-ab02-4cae-9455-6cae6864d1d1. Accessed October 5, 2026.
- Stable link
- https://www.aitrace.org/r/practice/8e448277-ab02-4cae-9455-6cae6864d1d1
- Data as of
- June 30, 2026
- Last verified
- Not recorded
Other practices by City of Boston
ProductivityThe City of Boston used Google's Gemini 1.5 Pro large language model to automatically generate descriptive titles for more than 1,100 City Council roll call vote records spanning the past 16 years, making historical voting data easier for residents to browse. The city described this as its first public use of generative AI on Boston.gov, launched in May 2024.Customer SvcThe City of Boston deployed a beta AI search feature on Boston.gov, powered by Google Gemini, that gives residents direct answers to questions about city services rather than a list of links. As of December 2025, the feature is live on the 60 most visited pages of Boston.gov.ProductivityThe City of Boston offers city employees access to generative AI tools for work tasks — such as drafting documents, summarizing text, and data analysis — governed by a formal Gen AI Policy that requires employees to complete basic training before accessing city-provided AI tools. Boston was one of the first major U.S. cities to release generative AI guidelines, initially in May 2023.
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