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AI-Powered Multilingual Translation for 311 Services

Accountable
Office of Technology and Innovation (OTI)
Functional Modes
Understanding (Semantic AI)
Human decides
Purpose
Translation & Language Access
Input Dataset
About behaviour Anonymized data
Algorithm or Model
Language Models
Output Dataset
Generated content Anonymized data
Details

This tool automatically translates text and SMS messages between residents and 311 customer service agents across ten designated citywide languages. When a resident writes in their preferred language, the system converts their message to English for the agent, then converts the agent's English reply back to the resident's language. No identifying information is collected or disclosed. The translation model is a proprietary Microsoft system, part of the Dynamics CRM platform used by the NYC Office of Technology and Innovation.

Sources for this disclosure

This disclosure was drafted with AI assistance.

Schema: ai@2026-05-06-beta

NYC - DTPR AI Register

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