Solution

Conducted a scoping study on the use cases to create a strategic CX roadmap
Developed a virtual agent for 100+ Vital Records FAQs (up to 140 intents) on Dialogflow ES
A Content Management System (CMS) was implemented to manage the FAQ responses
Seamless Management of Personally Identifiable Information (PII), submitted by citizens, leveraging a Data Loss Prevention API
The virtual agent is all-inclusive to individuals with disabilities due to 508 compliance, ensuring safe and easy access
Built a custom analytics dashboard on Data Studio to gain insights into the performance of the virtual agent

Results

24/7 Access, Instant Solutions: Reduced wait times resulting in faster query resolution
Enabled easy modification of the virtual agent response in real-time by business users through a Google Sheets-based CMS integrated with Dialogflow, eliminating the need for technical knowledge to manage virtual agent responses
The dashboard facilitated the client with 19 crucial KPIs providing a 360 view to measure the virtual agent insights.

“The team was on top of everything and the turnaround to fix bugs was less than 48 hours. Despite the time zone difference, the team was very responsive. Shout out to the Quantiphi team.”
Evelyn Oliveria, Project Manager, Oklahoma Office of Management and Enterprise Services.