Johns Creek, GA used Amazon Web Services to automatically answer commonly asked resident questions
Johns Creek, GA automates answers to FAQs with Amazon
The City of Johns Creek was already the first city in the world to combine its open data portal with Amazon Alexa but now by leveraging the Amazon Connect platform and the Amazon Lex chatbot the City was able to develop an automatic call center. Residents can use a free Alexa skill to access the city's open data and receive instant answers to over 200 frequently asked questions about traffic patterns, upcoming events, zoning codes, etc.
Newsworthy
Johns Creek: Answering citizens’ questions faster with Amazon Connect | Slalom
Johns Creek, Georgia is the first city in the world to use open data with Amazon Alexa, pulling information from the Johns Creek DataHub to answer constituents’ questions. We helped the city’s data team extend the value of the Alexa skill by using Amazon Connect to handle telephone traffic.
City of Johns Creek Case Study
Inspired by their motto—“Be the exception”—the City of Johns Creek utilized Amazon Connect, Amazon Polly, and Amazon Lex to reduce receptionist call volume by 60 percent, reduce after-hours voice mails by 90 percent, and provide citizens with answers up to 2x faster. Their automated, easy-to-use call center answers questions at any time, keeping the city’s service level high and their costs low.
Project Succeeded
Hundreds of residents are using the skill, and the city’s analytics show that 90% of all questions are answered successfully. The project has reduced receptionist call volume by 60%, reduced after-hours voicemails by 90% and reduced the time it takes residents to receive answers by half. For the second year in a row, Johns Creek has won the City on a Cloud Innovation Challenge by Amazon Web Services for developing the automated call center.
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