case study

Aylesbury Vale District Council Uses Artificial Intelligence to Lower Response Times and Costs

As part of its Connected Knowledge programme, Aylesbury Vale District Council (AVDC) has implemented DigitalGenius in Salesforce ServiceCloud to bring Artificial Intelligence (AI) to its customer service operation.

Aylesbury Vale District Council

Customer

DigitalGenius

AI Platform for Customer Service

The Numbers

50%
Reduction in Response Times
24/7
Digital-first Experience

The Challenge

Reduce the amount of time residents have to wait for the questions to be answered

Meet council residents’ demands in addition to the increasing expectation of a 24/7 digital-first experience for residents

Increase efficiency of the contact center in the context of local councils no longer receiving government grants

The Results

In an effort to reduce the amount of time residents have to wait for their questions to be answered, with the help of DigitalGenius, residents services team members now respond to enquiries within three to five minutes, compared to eight minutes before the DigitalGenius implementation – and the system is learning from every interaction.

The Solution

Predictive Case-Intelligence
DigitalGenius automatically routes cases and predicts case metadata like tags, classes and reason codes.

AI-Enabled Answers
When an agent receives a new question, they are presented with an AI-suggested response to save time.

Multilingual & Omnichannel
The AI is trained on historical logs using a deep learning algorithm that works in any language on any channel.

"The best thing about DigitalGenius is that the AI is continuously improving. As it develops every day, AVDC is now looking at ways of automating even further, broadening the range of questions that we can answer so as to enhance our customers’ everyday experience. We can almost directly correlate DigitalGenius technology with our people management, allowing us the flexibility to move people around the organization and to use their time in a more productive customer-focused way."
Maryvonne Hassall
Digital Strategy Manager
AVDC

Background

As part of its Connected Knowledge programme, Aylesbury Vale District Council (AVDC) has implemented DigitalGenius in Salesforce Service Cloud ® to bring Artificial Intelligence (AI) to its customer service operation. The introduction of AI has been part of AVDC’s plans since the inception of its innovative Connected Knowledge approach.

This strategy was developed to better meet council residents’ demands in addition to increasing expectations of a 24/7 digital-first experience for residents. Its conception was initiated following the announcement that local councils would no longer receive government grants. This led AVDC to consider how it could keep operating costs at a manageable level and meet the increasing council residents’ expectations by investing in AI-powered systems for the residents’ services team.

About AVDC

Aylesbury Vale District Council (AVDC) is the local district authority for Aylesbury Vale. Due to their energetic and forward-thinking approach, they are transforming how councils work with residents, businesses and communities. As well as implementing the DigitalGenius software, AVDC is also one of the first councils to develop a ‘skill’ for Amazon Echo’s Alexa, which, once released, will allow residents to make simple enquiries through voice commands. For more information, please visit: www.aylesburyvaledc.gov.uk.

Let's Put Your Contact Center on Autopilot.

Want to Learn More About DigitalGenius?

Here are a few answers to help you learn more about how to start understanding conversations, automating repetitive processes and delighting your customers.

How do I use DigitalGenius inside my contact center operation?

DigitalGenius is installed as a layer into your existing customer service software (Salesforce, Zendesk and many others). We will take you through a thorough onboarding experience from identifying your most expensive & repetitive tickets; installing the app; and then training and deploying your first AI Model. Once DigitalGenius is configured and the model is trained, you can onboard your agents, and begin using the tool to automate inbound queries end-to-end, reduce AHT, support increasing volumes and open up new communication channels like Facebook Messenger, Live Chat and SMS.

What processes does DigitalGenius automate?

1. DigitalGenius puts your most repetitive and expensive tickets on autopilot by connecting conversations to processes, from the inbound ticket itself all the way through your backend systems via our open API framework.

2. DigitalGenius predicts and automates the meta-data tagging process, from assigning tags, case details information and routing cases to appropriate team members.

3. DigitalGenius predicts answers to incoming messages, and suggests them to agents for approval or personalization.

4. If the predicted answers fall above a certain confidence level, those responses can be automated.

How safe is the customer data?

DigitalGenius has developed and implemented policies and technologies to ensure that confidential data is protected and managed securely. DigitalGenius applications are compliant with The US Data Protection Act and other similar international, regional and local legislation.







Your personal information will remain private.

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