City of Midland cuts missed calls and scales citizen support with “Jacky,” an ElevenLabs-powered civic concierge

We partnered with the City of Midland, Texas - serving ~138,000 residents across English and Spanish, with smaller segments in Mandarin, Taiwanese, and Arabic - to modernize how the city handles more than 3,000 inbound calls per day.

Scaling excellent citizen support 

Midland managed thousands of daily calls, which at peak times led to missed connections and longer resolution times for residents. Traditional IVR menus made complex requests harder to complete quickly, and language coverage did not always match community needs. Any modernization needed to preserve trust by meeting stringent privacy and security standards.

“Jacky” powered by ElevenLabs Agents

To raise the standard for citizen support, the city of Midland introduced “Jacky,” a civic concierge powered by ElevenLabs Agents. Overflow calls now route to Jacky for immediate, natural assistance that understands context and speaks with empathy.

In parallel, a custom website widget - powered by ElevenLabs resolves frequent questions through chat or voice, reducing residents’ need to call the city directly. Under the hood, visual workflows and Subagents assign the right LLM to each task, reducing latency and compute spend while keeping knowledge access targeted.

Why ElevenLabs Agents

Midland chose ElevenLabs Agents for its fast, human-sounding conversations that resolve complex requests without awkward pauses. 

ElevenLabs has the absolute best voice synthesis technology out in the market. If you look at other large competitors, they don't compare. Each additional second of lag reduces customer satisfaction and going with ElevenLabs, the best provider from a quality and latency perspective, was a no-brainer.

- Dr. Steven Sierra Alcabes, Process Engineer Officer, City of Midland

Security and privacy were also non-negotiable. ElevenLabs’ approach supports public-sector requirements so residents can trust how their data is handled.

In the government sector, security is extremely vital. We need to ensure that citizen information is safe when they are interacting with our AI assistants.

- Dr. Steven Sierra Alcabes, Process Engineer Officer, City of Midland

Another important aspect for Midland was how easy ElevenLabs was to use. Our visual workflow builder enabled a Subagent architecture that assigns the right model to each task, cutting latency and LLM spend while keeping answers precise and accurate. In addition, multilingual capability can be enabled quickly to match community needs.

Impact and results

Midland projects 7,000 fewer missed calls per month as overflow routes to Jacky instead of voicemail. The site-wide widget is expected to deflect routine questions before they reach the phone queue. Rapid language expansion improves inclusion across the community, and a privacy-first deployment maintains citizen trust with government-grade practices.

What’s next 

Midland will continue scaling Jacky across phone and web while piloting ElevenLabs Agents as a 24/7 instructor assistant for the city’s Lean Six Sigma program. The early trajectory is clear - fewer missed calls, faster responses, and broader language access - delivered with a privacy-first approach. By consolidating overflow handling and web deflection in one platform, Midland is setting a higher standard for secure, multilingual service at city scale. The City will also test ElevenLabs agents to train customer service representatives to help bolster soft skills used to interact with local community members.