Aylesbury Vale Reduces Costs and Drops Response Times by 50% with DigitalGenius

Aylesbury Vale District Council (AVDC) implemented DigitalGenius in Salesforce ServiceCloud to bring practical AI to its customer service operation. DigitalGenius is now automating over 7% of all cases, and is driving lower costs and faster responses to AVDC customers.

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Aylesbury Vale District Council



AI Platform for Customer Service

The Numbers

Reduction in Response Times
Digital-first Experience

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.

The Challenge

Increasing expectations in a 24/7 digital-first experience for residents has always been at the center of AVDC’s digital transformation strategy. 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, while meeting council residents’ increasing expectations. It resolved to invest in AI-powered systems for the residents’ services team.

The introduction of AI was part of AVDC’s innovative ongoing  Connected Knowledge approach. This strategy unifies all the existing information about residents in one platform – Salesforce – and makes use of this information with the help of AI to better serve the enquiries from its residents.

The Results

By implementing DigitalGenius AI into their Salesforce Service Cloud interface, AVDC has been able to reduce customer response times by 50%.

By design, AI learns from every interaction in what is called “continuous learning”. Every time an ADVC agent approves, rejects or modifies one of the answers suggested by DigitalGenius, the system becomes smarter.

DigitalGenius automatically routes cases and predicts case metadata like tags, classes and reason codes. When an agent receives a new question, they are presented with an AI-suggested response to save time. The AI is trained on historical logs, using a deep learning algorithm that works in any language on any channel.In only 12 months, 50% of all responses are being automatically sent without amendment by human agents. Today, all customer service questions that show a DigitalGenius confidence level above 90% are fully automated. This represents over 7% of AVDC’s total case volume.

"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

Let's Put Your Customer Support 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 customer support 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.

What is conversational process automation, and how does it help my customer support team?

Conversational Process Automation (CPA) uses AI to connect conversations with processes.

CPA allows repetitive customer queries such as refund requests, order status inquiries, cancellations and more to be resolved in FULL, without agent involvement – even when additional third-party systems such as billing or payment processing are part of the resolution process.

This AI-driven process automation shifts the attention of agents away from repetitive, mundane work and unlocks critical time and value in your customer support function. DigitalGenius customers are seeing higher CSAT scores, better employee retention, reduced AHT and reduced costs in the contact center.

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