Transforming Citizen Experience with Generative AI-based Query Resolution
Public SectorBusiness Impacts
65-70%
Virtual agent containment rate
82.5%
Query success rate
Customer Key Facts
- Country : North America
- Industry : Public Sector
Problem Context
The County of Sullivan’s government offers a spectrum of local, state, and federal services to residents and visitors within New York’s Sullivan County.
In an effort to bolster its communication infrastructure, Sullivan County aimed to address a broader array of citizen inquiries spanning all departments. This initiative aimed at enhancing the overall citizen experience while extending coverage across county departments.
Challenges
- Sullivan County’s current chatbot was limited to serving just 2 departments, highlighting a critical need to expand its reach to all 40 departments under its jurisdiction.
- Limited insights into virtual agent performance
Technologies
Dialogflow CX
Google Cloud Platform
Looker
BigQuery
Search & Conversation
Solution
- Implemented a generative AI-powered virtual agent for resolving queries across 40 internal departments, covering areas such as employment opportunities, foster care and adoption, housing, and the Department of Motor Vehicles
- Enhanced visibility into agent performance through the creation of a virtual agent analytics dashboard on Looker, facilitating the extraction of actionable insights
- Leveraged generative AI capabilities to enable the virtual agent to address queries using information from anywhere on the Sullivan website, which comprised over 6.3k URLs
- Elevated constituent experience by enhancing the functionality of the existing chat widget to support session restarts and timeouts
- Employed custom generators to refine virtual agent responses, ensuring accurate handling of outdated or incorrect information
Results
- Reduced response times, enhanced citizen engagement, and provided accurate information, resulting in increased efficiency across the agency's communication channels
- The agency expressed satisfaction with the chatbot's performance, acknowledging its positive impact on citizen engagement
"Quantiphi has been a key partner in our effort to Institute this new chatbot on the Sullivan County website. The team right down to a person was always very responsive & very prompt. We have debuted cutting-edge technology that has improved the lives of the people we serve and has certainly made the workflow of our staff more efficient."
Dan Hust, Director of Communications, Sullivan County
