Intelligent Automated Call Center

Using technology to direct calls and drive efficiency

When you call your city, you want to speak to the right person, right away. With AWS Connect and a custom Lex bot, Johns Creek built a day-time automated call center that detects keywords that a caller says and routes the caller to the appropriate staff member. In the first several weeks of going live, this call center has been able to accurately detect and transfer over 60% of incoming calls saving citizens time and helping reception staff focus on in-person visitors.

JC

Johns Creek, GA

Municipality in Georgia

United States