Contact Center AI

State IT Innovation of the Year

Illinois implemented an AI-based help desk system to quickly assist residents looking for answers about state services. The state chose Google Contact Center AI to power the system, which numerous agencies use. The system layers chatbots with voice AI software to give customers options for receiving service, while maintaining their place in a phone queue. “We saw over 17 million conversations [in one year], we saw over 300 interactions per minute,” says Dale Walters, the state’s chief of network operations. “And with Google AI, statistically, it showed that we were seeing about a 90% success rate for those interactions.”

Benjamin Freed

Written by Benjamin Freed

Benjamin Freed was the managing editor of StateScoop and EdScoop, covering cybersecurity issues affecting state and local governments across the country. He wrote extensively about ransomware, election security and the federal government’s role in assisting states and cities with information security.

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