case study

Transforming Citizen Experience with Generative AI-based Query Resolution

Public Sector

Business Impacts

65-70%

Virtual agent containment rate

80.20%

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

Dialogflow CX

Google Cloud Platform

Google Cloud Platform

Looker

Looker

BigQuery

BigQuery

Search & Conversation

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  • Employed custom generators to refine virtual agent responses, ensuring accurate handling of outdated or incorrect information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

Thank you for reaching out to us!

Our experts will be in touch with you shortly.

In the meantime, explore our insightful blogs and case studies.

Something went wrong!

Please try it again.

Share