New York City Department of Environmental Protection Pioneers Chatbot Innovation Improving Employee Experiences and Operational Efficiency
公司规模
Large Corporate
地区
- America
国家
- United States
产品
- Azure
- Azure AI Bot Service
- Dynamics CRM
- Microsoft Teams
- Power BI
技术栈
- Microsoft Azure
- Microsoft Bot Framework
- SharePoint Online
- Azure Active Directory
- Multifactor Authentication
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Digital Expertise
- Productivity Improvements
技术
- 分析与建模 - 实时分析
- 应用基础设施与中间件 - API 集成与管理
- 平台即服务 (PaaS) - 连接平台
适用功能
- 商业运营
- 人力资源
用例
- 对话机器人
- 远程协作
服务
- 云规划/设计/实施服务
- 软件设计与工程服务
- 系统集成
关于客户
The New York City Department of Environmental Protection (DEP) is a large government agency responsible for providing safe, clean drinking water and wastewater treatment to the residents of New York City. As the largest city in the United States, New York City has a population of 8.3 million residents and 325,000 government employees. DEP oversees the country's largest combined water and wastewater utility, delivering approximately 1 billion gallons of high-quality drinking water daily through 7,000 miles of water mains and treating 1.3 billion gallons of wastewater per day. The agency is committed to improving the quality of life for all New Yorkers and has been undergoing a digital transformation since 2007 to drive a sustainable future.
挑战
The New York City Department of Environmental Protection (DEP) faced challenges in managing the increasing call volumes at their IT and HR service desks, which were only staffed during regular business hours. This led to longer response times and reduced employee satisfaction, particularly for after-hours requests such as password resets. The agency needed a solution to provide 24/7 support to its 6,000 employees, who operate in a 24/7/365 environment, including plant operators and those responding to emergencies like water main breaks. The goal was to improve user experience and drive operational efficiencies by providing continuous availability of services.
解决方案
To address the challenges, DEP partnered with Microsoft and Acuvate to develop AI-powered chatbots using the Microsoft Bot Framework and Skype for Business. These chatbots, named 'Ask BIT' and 'Ask AQUA,' were designed to provide 24/7 support for IT and HR queries, respectively. The chatbots were integrated with DEP's IT service management tool and Microsoft Dynamics 365 for case management, allowing employees to access support, manage tickets, and obtain HR information efficiently. The chatbots were deployed through SharePoint Online and later integrated with Microsoft Teams, providing seamless access for employees. Security measures, including Azure Active Directory and multifactor authentication, were implemented to ensure compliance with regulatory standards, especially during the COVID-19 pandemic when many employees transitioned to remote work.
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