伍斯特郡议会通过聊天机器人自动化增强公民体验
技术
- 网络与连接 - 5G
适用行业
- 建筑物
- 水泥
适用功能
- 流程制造
用例
- 楼宇自动化与控制
- 对话机器人
服务
- 系统集成
- 培训
关于客户
伍斯特郡议会 (WCC) 是英国的地方政府机构，为占地 672 平方英里的地区超过 50 万人提供服务。该委员会负责为伍斯特郡居民提供一系列公共服务。他们之前整合了服务并实施了新的 Netcall 联络中心平台。该委员会致力于通过充分利用集成聊天机器人技术的潜力来提高其服务效率和公民体验。
挑战
伍斯特郡议会 (WCC) 为占地 672 平方英里的超过 50 万人提供服务。该委员会此前整合了其服务并实施了新的 Netcall 联络中心平台。然而，他们热衷于进一步挖掘集成聊天机器人技术的潜力。该委员会的目标是为公民提供 24/7 的服务，减少客户服务团队的呼入呼叫转接，完善流程以有效支持客户查询，主动提供信息和指导，并管理高峰通信量。该委员会提高效率和客户体验的旅程已经从语音渠道发展到网络聊天，然后发展到聊天机器人。然而，代理仍然需要处理可以通过聊天机器人解决的查询。该委员会的重点是完善聊天机器人流程，使其对公民更有效。
解决方案
该委员会采用了直观的设计来管理新冠疫情后不断增加的呼叫量，高峰时呼叫量约为 1,400 个。呼叫放弃率从高达 30-40% 降至低个位数。该委员会还通过建立初始聊天流程设计来实现工作流程自动化，以解决移交和交叉点更复杂的流程。在接受 Netcall 团队培训后，他们探索了聊天机器人中的其他增值功能。这使他们能够提高交易能力，例如添加跟踪器以允许公民通过机器人跟踪应用程序状态。该委员会还推出了首个半交易功能来管理图书馆查询，通过聊天机器人向公民提供即时信息，并减少代理管理的语音和网络聊天量。
运营影响
数量效益
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