AI Case Study

Aylesbury Vale District Council's services team now replies to residents’ questions almost two times faster using deep learning algorithms

The Aylesbury Vale District Council (AVDC) in the UK leverages AI to improve its customer service operation. As part of its Connected Knowledge programme it implemented DigitalGenius in Salesforce ServiceCloud with the aim of lowering queries response times and reducing costs. The deep learning algorithms are trained on historical logs and provide predictive case-intelligence and AI-enabled answers. The council has managed to cut the response time in almost half, offering its residents better customer service.

Industry

Public And Social Sector

Government

Project Overview

"In an effort to reduce the amount of time residents have to wait for their questions to be answered, with the help of DigitalGenius, residents services team members now respond to enquiries within three to five minutes, compared to eight minutes before the DigitalGenius implementation – and the system is learning from every interaction.

Predictive Case-Intelligence:
DigitalGenius automatically routes cases and predicts case metadata like tags, classes and reason codes.

AI-Enabled Answers:
When an agent receives a new question, they are presented with an AI-suggested response to save time.

Multilingual & Omnichannel:
The AI is trained on historical logs using a deep learning algorithm that works in any language on any channel."

Reported Results

The residents services team now responds to enquiries in half the time than it used to, enhancing its customer service.

Technology

The AI is trained on historical logs using a deep learning algorithm that works in any language on any channel.

Function

Customer Service

Contact Centre

Background

"The council aimed to reduce the amount of time residents have to wait for the questions to be answered, meet their demands in addition to the increasing expectation of a 24/7 digital-first experience for residents and increase efficiency of the contact center in the context of local councils no longer receiving government grants."

Benefits

Data

historical logs