Johns Creek, GA used Amazon Web Services to automatically answer commonly asked resident questions

Johns Creek, GA automates answers to FAQs with Amazon

Complete

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.

chat Open Data Mobile App Citizen Services Transparency

Johns Creek, GA

Municipality in Georgia

United States

Products

Amazon Web Services

AWS has the services to help you build sophisticated applications with increased flexibility, scalability and reliability.

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.

Awards

AWS City on a Cloud Award

More from Johns Creek

Intelligent Automated Call Center

DataHub - An open data portal with something for everyone

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