Press Release (ePRNews.com) - LONDON, England - Sep 18, 2017 - As part of its Connected Knowledge programme, Aylesbury Vale District Council (AVDC) has implemented DigitalGenius in Salesforce Service Cloud to bring Artificial Intelligence (AI) to its customer service operation. The DigitalGenius AI solution learned from previous council residents’ conversations and is already improving council residents’ response time to queries around services such as council tax, benefit and bin collection. In an endeavour 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.
The introduction of AI has been part of AVDC’s plans since the inception of its innovative Connected Knowledge approach. This strategy was developed to better meet council residents’ demand in addition to the increasing expectation of a 24/7 digital-first experience for residents. Its conception was initiated following the announcement that local councils would no longer receive government grants. This led AVDC to consider how it could keep operating costs at a manageable level and meet the increasing council residents’ expectations by investing in AI-powered systems for the residents’ services team.
Maryvonne Hassall, Digital Strategy Manager, AVDC, said, “Councils need to put citizens’ needs at the centre of their service design to ensure easy access and maximise engagement with the paid services that drive revenue. Consumers expect to be able to engage at their convenience. DigitalGenius is helping AVDC to meet this expectation for our residents and could easily be used by other councils in the same way. Giving connected citizens the tools to engage with us at any time also means our staff can respond to those without internet access or with more complex queries in a more timely manner.”
Councils need to put citizens’ needs at the centre of their service design to ensure easy access and maximise engagement with the paid services that drive revenue. Consumers expect to be able to engage at their convenience. DigitalGenius is helping AVDC to meet this expectation for our residents and could easily be used by other councils in the same way. Giving connected citizens the tools to engage with us at any time also means our staff can respond to those without internet access or with more complex queries in a more timely manner.
Mikhail Naumov, Co-Founder & Chief Strategy Officer, DigitalGenius, said, “We believe in the positive benefits of AI for both commercial and public sectors. Both need to leverage state-of-the-art technology to improve customer and resident service operations. Practical use of AI is all about combining human and machine intelligence to create positive experiences for people. We are very proud to be working with the Aylesbury Vale District Council on enabling efficient engagements with their citizens and constituents, while saving time for everyone involved in the conversation. We look forward to seeing more councils and other government organisations follow suit.”
DigitalGenius brings practical applications of artificial intelligence into the customer service operations of large and growing companies. Its Human+AI™ Customer Service Platform combines the best of human and machine intelligence, enabling over 30 companies and public sector entities to live up to and exceed rising customer expectations. At its core are deep-learning algorithms, which are trained on historical customer service logs and integrated directly into the contact center’s existing software. Once enabled, the platform automates and increases the quality and efficiency of customer service conversations across text-based communication channels like email, chat, social media and mobile messaging. For more information, please visit: www.digitalgenius.com.
About Aylesbury Vale District Council
Aylesbury Vale District Council (AVDC) is the local district authority for Aylesbury Vale. Due to their energetic and forward-thinking approach, they are transforming how councils work with residents, businesses and communities. As well as implementing the DigitalGenius software, AVDC is also one of the first councils to develop a ‘skill’ for Amazon Echo’s Alexa, which once released, will allow residents to make simple enquiries through voice commands. For more information, please visit: www.aylesburyvaledc.gov.uk.