IE 11 Not Supported

For optimal browsing, we recommend Chrome, Firefox or Safari browsers.

ERP Seller Springbrook Turns to AI for Customer Service

The new HelpDesk AI from Springbrook Software is designed to help customers find information about HR, payroll, tax collection and other tools. This marks the latest use of ChatGPT in tech made for local government.

Springbrook Software, which makes ERP tools for local governments, has a new customer service employee: artificial intelligence.

The Oregon-based company has launched HelpDesk AI, described in a statement as giving customers “lightning-fast access to vital product information, expediting their requests.”

The new tool provides access to a “knowledge library” that covers Springbrook tech involving finance, human resources, payroll, utility billing, tax collections, capital budgeting and other areas.

HelpDesk AI uses ChatGPT, the popular generative AI tool that continues to gain users — and which is bringing together local governments to help guide deployments of the technology.

“Utilizing artificial intelligence in customer service takes us one step further in making our customers’ work easier,” said Robert Bonavito, Springbrook's CEO, in that statement. “Our new HelpDesk AI continually evolves through each customer interaction, fine-tuning its content delivery.”

HelpDesk AI uses questions and prompts to bring customers to the desired content, which could include product details and instructions.

Training for the offering comes from “thousands of hours of customer service interactions,” according to the statement.

Springbrook said more than 2,800 local agencies in more than 40 states use the company’s software.

As more local and state officials become familiar with AI, the federal government is preparing to use its voice and power to help steer the technology and address worries about it. President Joe Biden reportedly will sign an AI-focused executive order next week, part of an effort to avoid AI misuse.