Digital Mission

Support and Enable Diverse, Connected Communities

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Customer Experience Management Augmented Customer Support

Chatbot for Initial Customer Service Interaction

Current Situation

Chatbots that are typically browser-based customer assistance tools to provide basic support for call center routing or the provision of basic information

Goals and Objectives

Chatbots that facilitate 24 x 7 support and complements agent availability and offload simple repetitive tasks from human agents and provides timely support to end users

Technology Deployed

Chatbots that leverage APIs that cull information from multiple data lakes and also require some AI/ML capability

Use Case Summary

Chatbots that are used for collecting initial customer information to either provide information on products or route the user to the appropriate agent; they are also used for bill payments and other simple purchasing transactions

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