Public Sector Customer Service
The ICT service desk of a municipality receives over 5.000 service tickets each month. Requests are mostly done via phone or email, which is inefficient and time-consuming. We implemented a chatbot that makes use of Conversational Automation. Leading to improved communication between the ICT service desk and the employees.
The ICT service desk of a municipality receives over 5.000 service tickets each month. Employees that have a service request, send their tickets mostly by telephone or email. Subsequently, most of these tickets are processed manually by the service desk employee. Most of these incoming requests are suitable for the self-service portal. However, most employees of the municipality do not know where to find the self-service forms or how to use them. As a result of this, employees do not use the potential of the self-service portal.
Since the employees do not know how to find the correct form to fill in, search for service requests ends unsuccessfully. In order for the search to be successful, the employees send their requests by other forms of technology, that are inefficient and time-consuming. Because of this time consuming process, the majority of the service requests cannot be validated instantly. Therefore many tickets have a long resolution time.
The requests send to the service desk are repetitive, rule-based and can be resolved by predefined answers. Therefore this case is perfect for improving service requests with the help of Conversational Automation (CA) by creating a Virtual Assistant.
Months to ROI
Hours saved annually
Of effort automated