BROCKTON, MA — August 18, 2026 – The City of Brockton announced today that it has partnered with Polimorphic, a leading public sector artificial intelligence provider, to launch a virtual operator for the main City Hall telephone number (508-580-7123). The system is now live and serving constituents.
Designed to eliminate long hold times and complex phone menus, the virtual operator can answer common questions instantly, provide step-by-step guidance, and directly route callers to specific departments or human staff members whenever requested.
By modernizing the main entry point to City Hall, Brockton aims to make municipal government more responsive and accessible around the clock. Callers can ask questions naturally, without needing to know which department handles their inquiry, and receive immediate answers regarding public schedules, billing deadlines, permit application requirements, and municipal services.
Key Features of the Virtual Operator:
Callers dialing 508-580-7123 receive immediate assistance at any hour, including evenings, weekends, and holidays.
Beyond simple call transfer, the system handles routine questions on the spot—helping callers locate information on payment portals, municipal codes, and city events.
Callers maintain full control and can request a direct transfer to any specific department or staff member during business hours.
The system currently communicates fluently in over 70 languages, including Spanish, Portuguese, and French. To further serve Brockton’s diverse community, Polimorphic is actively training the model to support Cape Verdean Creole and Haitian Creole.
During or after a call, the operator can send relevant web links, payment forms, or application documents directly to the caller’s mobile phone via text message.
“Our goal is to ensure that every Brockton resident can reach City Hall easily and get the help they need without delay,” said Mayor Rodrigues. “By introducing this technology on our main line, we are meeting residents where they are, expanding language access for our diverse community, and freeing up our staff to focus on more complex constituent issues.”
The implementation currently applies only to the main City Hall contact number (508-580-7123) and does not alter direct phone lines to individual departments.
To try the system or access city services, residents can call 508-580-7123.
About Polimorphic
Polimorphic is a software company that builds AI-powered customer service and workflow automation tools exclusively for local governments. Built to increase efficiency and accessibility, Polimorphic helps cities and towns streamline resident interactions across voice, web, and digital forms.
About the City of Champions – Brockton, Massachusetts
Known as the “City of Champions,” Brockton offers a unique and affordable alternative to Greater Boston. The city is strategically located with strong transportation links, making it easily accessible by road and rail. Brockton boasts a vibrant, diverse community, dynamic workforce, and a mix of historic charm and modern development. With great housing options, quality amenities, and a growing economic base, Brockton is a well-connected city that’s committed to opportunity, innovation, and inclusive growth.
Contact:
Suzanne McCormack, Director of Constituent Services,
Office of Mayor Moises M. Rodrigues, City of Brockton
Tel: (508) 897-6817
