| Abstract: | This article presents exploratory research into the potential for using artificial intelligence to analyze information obtained through requests made to municipal non-emergency call centers/centres municipaux d’appels non urgents (CANU). The research identifies three possible uses of information from a CANU, either for internal management, service delivery or strategic decision-making. These uses of information are explored through the analysis of the City of Gatineau CANU. The results determine two sets of hypotheses to promote optimal use of the data collected using sophisticated digital tools. Research shows that CANUs could be information nodes dedicated to the processing, distribution and strategic analysis of information. |
