18706_Authority_Oct

municipalauthorities.org | 7 • Review and revision of existing customer correspondence. • Drafting of new communications, incorporating specific tones like "more human," "empathetic," or "compassionate." • Mirroring organizational language, such as website content and mission statements, in drafted communications. • Developing optimized correspondence release dates and response times, considering factors like meter reading dates (e.g., 20 th to 20 th ), due dates (e.g., 17 th ), USPS delivery delays, and compliance with acts like the Utility Services Tenants Rights Act and MAWSA's Rules and Regulations. • Creating accompanying draft calendars for KPI measurement and progress tracking. The scope of AI's utility became clear, extending to tasks such as analyzing and proposing complete rearrangements of collection processes, or executing complex calculations based on provided data, as illustrated by a recent prompt: Sample Prompt: Looking at the past year of history for the following account's charges and penalties, what would a good bi-weekly payment be if the intent is to pay the account to zero in 18 months (considering future charges and penalties). Please provide a very condensed response in the following format; [list of required data points] (Pasted account history data) AI Response: Based on the provided account history and the goal of a zero balance in 18 months, here is a calculation of a recommended bi- weekly payment: [list of calculated data points] (Tip: If you don’t have software that allows a copy/paste, try exporting your data to Excel.) The ability of AI to draft initial communications, like a payment plan offer letter for a new collections process, further highlights its versatility. Prompt engineering using terms like “make it sound more human,” “revise for additional compassion,” or even venting to the AI and then asking it to “explain it to a customer professionally, emotionlessly, compassionately, and mirroring our mission statement” demonstrates the nuanced control users can exert over its output. The capacity to prompt for explanations "like I’m a 3 rd grader" underscores its adaptability for various reporting needs and audiences. Embrace Curiosity with Caution It is critical to reiterate: do not input personal, sensitive, or confidential company information into public AI models. These models are not typically synced with internal email or Office systems, and data privacy policies vary. Experimenting with different AI platforms (e.g., CoPilot, Gemini, ChatGPT) can reveal varied user experiences and unique functionalities, such as ChatGPT's graphic capabilities versus Gemini's current text-focused approach. Ultimately, AI represents a powerful tool for research and data compilation. When approached with curiosity, a clear understanding of its capabilities and limitations, and a commitment to data security, it can significantly enhance the efficiency and analytical capacity of municipal authority operations. S c raftIng targeted prompts enabled the IdentIfIcatIon of KpI s best suIted for my organIzatIon ...