AI case study

Suffolk County, New YorkResident call handling

600+ daily calls, 30-min waits, 70% abandoned. CORA now resolves half autonomously—staff handle what only humans can.

Published

Key results

Calls in First 2 Weeks
874
Autonomous Resolution Rate
45–52%
Inbound Traffic Resolved
36%

Result highlights

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Where AI sits in the process

Where AI sits in this process. Unlock to see each step. AI PEOPLE Enarotis Enarotis Enarotis Enaro
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The story

Context

A New York county government serving 1.5 million residents on Long Island's East End, operating on traditional telephony infrastructure that could no longer keep pace with growing constituent demand.

Challenge

During peak property tax season, the Comptroller's Office saw surges of over 600 calls per day, with wait times topping 30 minutes and more than 70%...

Solution
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Scope & timeline

  • Deployment 1 week ahead of schedule

Quotes

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The company

Suffolk County, New York logo

Suffolk County, New York

suffolkcountyny.gov

Local government providing public services for Suffolk County, New York.

IndustryGovernment & Public Sector
LocationHauppauge, NY, USA
Employees10K-50K

The implementation partner

UVS InfoTech logo

UVS InfoTech

uvsit.net
Role in this case study

Designed and built CORA, an AI-powered virtual voice agent, for Suffolk County's resident services.

IndustryTechnology
LocationGainesville, VA, USA
Employees51-250
Founded2007

The vendor

Cloud computing services, AI infrastructure, and data analytics platforms for enterprises.

IndustryTechnology
LocationMountain View, CA, USA
Employees100K+
Founded1998

Use case

Suffolk County, New York's Resident call handling is part of this use case:

Agentic Customer Service
110 case studies(+24% YoY)
Proven impact?
Average
6.2Very strong
6.2Very strongwithin Customer Service

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