People in Windsor who have routine questions about speeding tickets and other provincial offences will have those calls answered by chatbots in the new year.
City administration has approved a six-month pilot project that will direct callers to a voice-enabled AI chatbot able to answer common questions at any hour of any day at the Provincial Offences Administration (POA) office.
The program is pitched by administration as a cost-saving measure that will reduce call volume for front-line staff, which will free up time for “higher-value” activities while enhancing service accessibility.
It comes as more municipal governments across Canada adopt AI tools to become more efficient and reduce costs, while unions voice fears about potential job cuts and data security.
There will be no job losses during the pilot, according to a report from city administration, but the project will be evaluated for savings and improvements when it’s completed.
That includes “new staffing models and structures,” writes administration.
Cost of chatbot would paid back within 10 months
The city’s report states that the type of calls the chatbot handles makes up about 30 per cent of the five clerks’ tasks, or about 1.4 full-time equivalent (FTE) positions.
This pilot is expected to free up 0.7 FTE positions at a cost of $57,600 a year, which the city expects to recoup through front-line staffs’ “higher-value” activities within 10 months.
The city did not make anyone available for an interview about this program and instead responded to written questions.
“The pilot is focused on enhancing service efficiency and exploring innovative ways to support staff in delivering high-quality municipal services,” replied a city spokesperson.
“The city continually evaluates operational needs and staffing levels to ensure resources are effectively aligned with service priorities, while maintaining a positive and supportive workplace for all employees.”
Concerns about potential job losses
The project has raised concerns from CUPE 543, which represents city workers in administrative positions among other roles, but not the clerks at the POA office.
Administrator Angela Sbrocca said they’re following how the city moves forward with AI after being told by management that chatbots are being considered as a replacement for the city’s 311 services.
“The city can say that it won’t result in job loss and it’s used to help support and increase the services that are already being offered,” said Sbrocca.
“But that’s not enough until we see it. I haven’t seen an example where it’s helping support jobs. And if this is the case, we want a commitment from the city that the AI is not going to be used for job loss.”
City council voted in the 2025 budget process to consider alternative delivery of 311 services including outsourcing and are expected to look at those options at a future council meeting.
More cities experimenting with AI each year
Windsor is not alone in adapting to AI technology, with cities like Kitchener and Kelowna using AI tools.
Wendy Gnenz is the municipal lead for MNP, a national firm that provides advice and solutions to municipal organizations across Canada.
She worked as the chief information officer in Edmonton when the city adopted AI tools eight years ago.
“They were more around the traditional AI as opposed to the generative AI, which is what we’ve seen a huge increase in recently as a result of tools such as Microsoft Copilot and ChatGPT,” said Gnenz.
She cited an MNP study that questioned 282 municipal organizations in March and found that 23 per cent are actively using AI.
“Municipalities of all sizes across Canada are experimenting and looking at different ways that they can use the AI tools to essentially do more with fewer resources,” said Gnenz.
How AI can be a success and a problem
In Saskatoon, the municipal government has been awarded for it’s work with Preteckt on an AI-powered predictive maintenance tool for public transit.
The technology, according to Preteckt, detects issues in buses by analyzing data points like RPM or oil pressure and suggesting repairs before something breaks.
But there have been issues with AI-powered tools.
A chatbot used by the Canada Revenue Agency recently came under fire after the auditor general found it provided accurate answers to basic tax-related questions a third of the time.
A spokesperson said the city of Windsor is considering a variety of AI initiatives.
“The City of Windsor is exploring a variety of AI initiatives including AI-powered chatbots for internal and public services, Microsoft Copilot for productivity and workflow support, and data-driven tools to enhance operational planning and efficiencies,” wrote a city spokesperson.
Council expected to approve AI policy next year
Windsor does not have an AI policy approved by council but council is expected to vote on the draft policy in the new year.
Until that time, the AI tools will operate under Ontario’s government directive and the city’s existing Acceptable Use Policy and Information Security Policy.
“The goal is to enhance service delivery, operational efficiency, and citizen engagement, fully aligned with our mission, cision, and core values of accountability, transparency, respect, and excellence,” the city spokesperson said.
For Sbrocca and the union, they’re concerned about a future where chatbots are replacing people, a fear she says residents share.
“We have a lot of concerned citizens and actually a lot of them, funny enough, are calling 311 themselves and putting the employees in a little bit of a difficult question, having to answer questions about their own jobs being contracted out,” she said.
