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