Modernize Your Call Center and Enable Digital Equity Using Google Cloud CCAI

  • Calendar
  • Feb 18 2021
    5:00 - 6:00 pm EST
  • Location
  • Online Webinar

Government call centers are often inundated with requests, making it difficult for live agents to respond to each one in a timely manner. In the case of the City of San José, long wait times resulted in diminished customer service coupled with increased resident frustration, challenges meeting the needs of non-English speaking individuals, and live agent response inefficiencies from dealing with the same requests over and over.

Join Google Cloud, SpringML, and Carahsoft for a webinar to learn about SpringML's Contact Center AI (CCAI) capabilities and the Google Cloud CCAI solution that we deployed for the City of San José. With over 200,000 calls per year and a population where over half its residents speak a language other than English at home, the City of San José engaged the Google Fellowship team to understand how they could help residents with top requests, such as removing bulky items and abandoned vehicles from their streets. The outcome identified the city as a perfect candidate to implement a CCAI solution to help improve efficiency, enable digital equity, and create an overall better citizen experience for 311 services: by reducing the number of transfers and hold times, increasing resident accessibility to city services by offering easier to use multilingual options, and making this service accessible 24x7

Hear directly from Jerry Driessen, CTO of the City of San José, as he shares his experience with the implementation approach to modernize call center applications.

We’ll cover the following topics:

  • How to modernize the Call Center and 311 systems using AI powered automated agents
  • Design considerations for a better citizen experience
  • How machine learning can be used to ease communication between non-English speaking residents and City staff
  • How to successfully implement chatbots in order to reduce call volumes to live agents
  • Lessons learned from City of San José team following the project deployment

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Presenters

Jerry-Driessen-SanJose

Jerry Driessen

CTO,
City of San José

Saravanan Jayakumar

Jay Saravanan

VP, Client Partner,
SpringML

Manuel-Fernandes

Manuel Fernandes

Executive - State & Local Government, Google Cloud