The Clerk’s Office offers a truly omnichannel experience, providing watsonx Assistant not only on the web using watsonx Assistant’s out-of-the-box web chat, but also over SMS, and through voice assistants such as Alexa and Google Assistant, so citizens can make appointments with simple voice commands from home. The Clerk’s Office first offered watsonx Assistant to their employees to enable self-service over Slack, allowing watsonx Assistant to answer employees’ questions, create help desk tickets for complex issues and generate critical reports.Īfter the initial success, the Clerk’s Office deployed watsonx Assistant as a virtual agent for citizens, avoiding long wait times over the phone. The Clerk of the Superior Court deployed IBM watsonx Assistant to engage with citizens and employees, infusing AI into their workflows to provide better customer service, while reducing costs and standardizing responses across channels. Providing citizens and employees with fast and consistent service They turned to IBM Watson to achieve that goal. Their goal is to provide public services to their citizens in the most efficient and cost-effective manner possible. Unlike most other IBM clients, the Clerk of the Superior Court isn’t in a “competitive industry” – but that doesn’t affect their mission. The Clerk of the Superior Court employees were becoming inundated with requests, slowing down already cumbersome processes and leading to citizen confusion. Citizens often reach out with time-sensitive requests, like applying for marriage licenses, renewing passports and accessing court records. The Clerk of the Superior Court in Maricopa County, based out of Phoenix, Arizona, receives thousands of service requests each day from its 4 million residents.
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