Governments agencies, both national and local, can greatly benefit from automated services that let citizens access services and retrieve information, multiplying the effectiveness of their limited budget. Information scattered among different departments can be organized in the IM.MIND knowledge base and made available by Virtual Agents across multiple channels.
Following e-government guidelines, our solutions streamline the people's utilization of data and information, improving the level of transparency of Central and Local Authorities, Agencies, and Administrations through technological innovation and increased accessibility.
Engaged citizens are a key factor in making public agencies more transparent, effective and accountable.
IM.MIND conversational solutions implement high performance public services which, being extremely easy to use, invite a high level of participation. Citizens enjoy the conversational interface and retain a higher opinion of the agency.
Performing analytics on the interactions data helps the agency further tune its service to the public, which results in even better engagement in a virtuous cycle that cn really make a difference in the way citizens perceive their government.
Some government agencies are required to provide at least some level of assistance 24 hours a day, 7 day a week, with no interruption. Also, at times there can be sudden increases of the number of contacts from citizens, because of unforeseen events. This challenges the agency’s ability to communicate effectively with the public, given the limited number of resources.
Interactive Media’s Virtual Agents are available 24/7, and highly scalable and flexible in a way that can be activated dynamically after external events.
Case Study: Social Security Administration
Our customer is one of the largest social security and welfare Administration in Europe, offering a wide variety of services, including retirement and pensions, unemployment support, physical, mental and psychic disability support, protection of women during maternity, health care and medical insurance, poverty and inequality alleviation.
The Administration was handling citizens calls qualification in a traditional IVR, with multiple tone-based options to transfer the call to the department in charge of handling the specific request.
As the number of services increased over time, callers were asked to choose among too many options in different menus. Users became more and more frustrated by the long process and as a result too often the option they selected did not correspond to their real intent, with a subsequent need to transfer the call internally and longer handling time.
The Administration decided to deploy Conversational Virtual Agents implemented with IM.MIND to improve both the interaction with the callers, and the performance of the service.
The results were stunning: the time spent by users to communicate their needs is now about 50% percent of what it was, and mistakes in the identification of the intent have been drastically cut. The system identifies the callers’ intent in no more than three conversation steps with an accuracy of about 95%. Callers are delighted with the service provided by the virtual agents, as reported by a survey commissioned by the Administration itself.
Considering this excellent performance, the Administration decided to implement additional virtual agents to perform the most repetitive tasks and alleviate the workload of the human agents in different departments.
An example is a service to handle the doctor certification of workers who call in sick. Doctors need to communicate the diagnosis to the contact center within a tight time frame and the Virtual Agent is supporting this process efficiently over the phone, collecting the relevant information: the identifications of the doctor and the worker, and the diagnosis.