Orleans County Introduces AI to Manage Social Services Call Volume
Written by DJ Sight on March 20, 2026
Orleans County has launched an AI phone assistant, EVA, for its Department of Social Services—the first in Western New York.
EVA can handle up to 1,000 calls at once, helping manage the department’s heavy call volume. It currently answers basic questions (like hours and directions), supports 35 languages, and transfers more complex issues to staff.
Officials say the system will improve over time and may expand to 24/7 use and other departments. Public reaction is mixed, with some valuing convenience and others preferring human interaction.
AI assistant EVA aims to enhance Orleans County services, easing workload for employees
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