Business > Efficiency

Aylesbury Vale goes down AI road with DigitalGenius

David Bicknell Published 26 September 2017

Solution adopted in Salesforce Service Cloud to improve response times to residents’ customer service queries

 

Aylesbury Vale District Council (AVDC) has implemented the DigitalGenius artificial intelligence (AI) solution in its Salesforce Service Cloud to speed up its customer service operation.

The solution, adopted as part of the council's Connected Knowledge programme, has been introduced to learn from previous council residents’ conversations and so improve council residents’ response time to queries around services such as council tax, benefit and bin collection.

AVDC says the introduction of the AI solution means residents services team members can now respond to enquiries within three to five minutes, compared to eight minutes before the DigitalGenius implementation.

The introduction of AI has been part of AVDC’s plans since the Connected Knowledge programme was created. The programme itself was developed to better meet council residents’ demands through a “digital-first experience” in response to austerity pressures on the council.  

Maryvonne Hassall, digital strategy manager for 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.”

The DigitalGenius AI solution has been described as an “AI assisted model that reinforces existing customer support staff." Most of its customers are in the private sector, where customers include KLM, Eurostar and Unilever. In the public sector, besides AVDC, DigitalGenius is used by an unnamed organisation in the US.








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