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Employed custom generators to refine virtual agent responses, ensuring accurate handling of outdated or incorrect information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