case study

Transforming Citizen Experience with Generative AI-based Query Resolution

Public Sector

Business Impacts


Virtual agent containment rate


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.


  • 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


Dialogflow CX

Dialogflow CX

Google Cloud Platform

Google Cloud Platform





Search & Conversation

Search & Conversation


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  • Employed custom generators to refine virtual agent responses, ensuring accurate handling of outdated or incorrect information


  • 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

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