Case Study: Aylesbury Vale District Council Uses AI to Lower Response Times

As part of its Connected Knowledge programme, Aylesbury Vale District Council (AVDC) has implemented DigitalGenius in Salesforce ServiceCloud to bring Artificial Intelligence (AI) to its customer service operation.

The Challenge

Reduce the amount of time residents have to wait for their questions to be answered

Meet council residents’ demands in addition to the increasing expectation of a 24/7 digital-first experience for residents

Increase efficiency of the contact centre in the context of local councils no longer receiving government grants

The Results

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 Solution

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.

“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.” Maryvonne Hassall, Digital Strategy Manager, AVDC.

Background

As part of its Connected Knowledge programme, Aylesbury Vale District Council has implemented DigitalGenius in Salesforce Service Cloud to bring Artificial Intelligence (AI) to its customer service operation. 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 expectations of council residents by investing in AI-powered systems for the residents services team.

To find out more, visit www.digitalgenius.com