After-Hours Automated Call Center uses Open Data
Johns Creek uses open data to answer calls after-hours
Building on the success of the Alexa skill launched in 2018, the City built an after-hours call center powered by AWS Connect and a modified Alexa skill/Lex chatbot. The Lex chatbot recycles over 95% of the work built for the City's Alexa skill and accesses the same open data, FAQs, calendar, and job listings APIs as the Alexa skill. The goal of the after-hours call center is to answer questions and raise the level of service by eliminating the need for callers to leave voicemails.
Products
Newsworthy
Johns Creek Wins Amazon's 'City On A Cloud' Innovation Challenge | Johns Creek, GA Patch
Johns Creek Wins Amazon Cloud Innovation Challenge - Johns Creek, GA - Johns Creek won the challenge after using open data with Amazon Alexa, which pulls information from the city website to answer questions.
Amazon delivers another award to Johns Creek | Johns Creek | gwinnettdailypost.com
Johns Creek won a prestigious award from Amazon for the second straight year.
Project Succeeded
With this after-hours call center, we have been able to extend the original Alexa skill from just citizens with a smart speaker to all citizens that have a phone. The intelligent call center decreases the number of voicemails received by the City and increases the amount of information accessible by the public.
More from Johns Creek
Related Projects
🚫 To join the discussion, sign up. It's free!