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 - Human+AI™ Customer Service

Support Brilliance.

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 endeavour 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.

"DigitalGenius is helping AVDC to meet this expectation for our residents and could easily be used by other councils in the same way. Giving connected citizens the tools to engage with us at any time also means our staff can respond to those without internet access or with more complex queries in a more timely manner."
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’ demand in addition to the increasing expectation 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.

About DigitalGenius

DigitalGenius brings practical applications of deep learning and artificial intelligence into customer service operations of leading companies. Its Human+AI™ Customer Service Platform combines the best of human and machine intelligence enabling companies to deliver on increasing customer expectations. At its core are deep learning algorithms, which are trained on historical customer service data and integrated directly into the contact center’s existing software. Once enabled, the platform automates and increases the quality and efficiency of customer service & support conversations across text-based communication channels like email, chat, social media, SMS and mobile messaging.

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Frequently Asked Questions

To get started, we prepared a list of questions to help you learn more about our product and our company.

How do I use DigitalGenius inside my contact center operation?

DigitalGenius is installed as a layer into your existing customer service software (Salesforce, Zendesk, etc). We will take you through an onboarding experience from installing the app, to training and deploying your first AI Model. Once the app is configured and the model is trained, you can onboard your agents, and begin using the tool to 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 predicts and automates the meta-data tagging process, from assigning tags, case details information and routing cases to appropriate team members.

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

3. 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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