Montgomery County Government Uses Azure AI and Zammo.ai for COVID-19 Vaccination Program
Customer Company Size
Small (1 - 49 employees)
Region
- America
Country
- United States
Product
- Azure AI Services
- Azure Communication Services
- Power BI
- Zammo.ai
Tech Stack
- Azure Bot Service
- Azure Cognitive Services
- Azure Data Lake Storage
- Azure Bot Framework Composer
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
- Digital Expertise
- Productivity Improvements
Technology Category
- Platform as a Service (PaaS) - Connectivity Platforms
- Analytics & Modeling - Predictive Analytics
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Professional Service
Applicable Functions
- Business Operation
- Quality Assurance
Use Cases
- Predictive Maintenance
- Remote Asset Management
- Remote Control
- Virtual Training
Services
- Cloud Planning, Design & Implementation Services
- Software Design & Engineering Services
- System Integration
About The Customer
Montgomery County Government, located in Maryland, is a public sector organization responsible for providing a wide range of services to its residents. The county is known for its commitment to delivering high-quality public services and ensuring the well-being of its citizens. During the COVID-19 pandemic, the county faced the challenge of managing the increased demand for services, particularly in the area of COVID-19 vaccination registration. To address this challenge, Montgomery County Government turned to Zammo.ai, a company specializing in conversational AI solutions, to help build and deploy virtual assistants that could support its contact centers. The county's Department of Technology and Enterprise Business Solutions (TEBS) played a crucial role in implementing the solution, working closely with Zammo.ai to ensure the successful deployment of AI-powered virtual assistants. Montgomery County is characterized by its diverse population, and the government is committed to providing equitable services to all residents, including those with varying language needs.
The Challenge
Montgomery County Government in Maryland faced a significant challenge during the COVID-19 pandemic as it sought to support the increased demand for services, particularly in managing the COVID-19 vaccination registration process. The county needed an immediate solution to relieve the pressure on its human contact center agents and deliver better engagement and service delivery for its MC311 Customer Service Center and Department of Health and Human Services (HHS). The goal was to offer residents a fast, easy, comprehensive, and equitable COVID-19 vaccination registration process. The challenge was compounded by the need to quickly augment its contact centers with AI capabilities to handle the surge in demand without requiring extensive developer expertise.
The Solution
To address the challenge of managing the increased demand for COVID-19 vaccination registration, Montgomery County Government partnered with Zammo.ai to deploy a no-code conversational AI development platform. This platform enabled the county to quickly build and deploy virtual assistants without the need for extensive developer expertise. Using Microsoft Azure Bot Service and other Azure AI tools, Zammo.ai enhanced its platform to include turnkey telephony and conversational AI scenarios, multi-turn conversation capabilities for text and speech, and advanced analytics. The platform also automated the complex process of retraining machine learning language models to update content faster and improve performance. The enhanced Zammo.ai platform allowed Montgomery County to quickly deploy multi-modal voice and text chatbots for its MC311 Customer Service Center and the HHS COVID-19 vaccine registration hotline at scale. The platform's advanced telephony conversational AI services made it accessible to a wider range of people without specialist developer skills and improved its multilanguage processing capabilities. Zammo.ai's platform leveraged Azure Cognitive Services for natural language understanding and a voice-first architecture, enabling the virtual assistants to connect with an FAQ database and predict the best answers to customer queries. Additionally, Zammo.ai's platform used cross-platform analytics to continuously improve service delivery and created an API for importing raw data into Azure Data Lake Storage and Microsoft Power BI for further insights.
Operational Impact
Quantitative Benefit
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