WINDSOR, Ont. — When was the last time you called 311? And how satisfied were you with the response? Some city councillors are asking for a review of the City of Windsor’s information service, arguing that the call centre’s procedures need improvement.
As government leaders consider their new investments in systems for citizen contact, workload tracking, and performance management – known in broad-brush as “311” systems — they are uncertain about the path ahead. They ask, “Where do I start today – and how? What key capabilities should I look for?”
311 The Next Wave(pdf format)
A computer system that can directly and precisely answer natural language questions over an open and broad range of knowledge has been envisioned by scientists and writers since the advent of computers themselves. Consider, for example, the “Computer” in Star Trek. Taken to its ultimate form, broad and accurate open-domain question answering may well represent a crowning achievement for the field of Artificial Intelligence (AI).