Transforming Citizen Services with AI Insights from DC 311
summary
DC 311 moves about 60 contact centers to the cloud with a 10‑engineer team and implements Amazon Connect plus contact lens to auto‑summarize calls, auto‑score agent evaluations and raise call review coverage from ~20% to ~50%. Piloting realtime agent assist that suggests responses from curated KBs, and a 311 pilot using the open 311 API plus OpenAI prompts to auto‑ask required fields (handles missing license plates), rolling basic 4‑intent self‑service into production early next year.
AI-written summary · about
chapters (8)
- 0:00Introduction and speakers
- 1:50Journey to the cloud
- 3:58AI governance framework
- 6:27Current AI use cases
- 10:04311 AI transformation plans
- 14:01Customer experience impact
- 16:50Pilot and iteration strategy
- 17:43Q&A on AI intent detection
related talks
43mAgentic AI with Amazon Connect
34mCognizant Intelligent Interactions: Elevating your customer experience
39mPotencie su centro de contacto con la inteligencia artificial
30mAI Driven Transformation in Contact Centers: Enhancing Customer Experience
43mBuilding operational resilience through AI and automation
19mLeveraging GenAI in Customer Service to Improve Customer Experience and Reduce Operational Costs
29mAmazon Connect and the future of cloud contact centers
53mdelivers seamless customer experiences with