Can “new hires perform like veterans” be achieved in 6 weeks? Yokosuka City races to improve internal call handling by extracting the “feel for responses” from call recordings: SoftBank World 2026

Yokosuka City ran a proof-of-concept to turn 870 recorded internal calls to its accounting division into reusable knowledge.

By extracting tacit know-how from veteran staff, the city raised known-answer coverage from single digits to 69% in six weeks.

Some of the new knowledge was also fed into FAQs and a chatbot.

The project shows how AI can help local governments reduce dependence on individual expertise, ease handover work, and standardize service quality.