Challenge:

The Road Traffic Office of the Canton of Aargau receives approx. 300’000 telephone inquiries per year, which it is unable to handle quickly and at any time due to limited resources. Outside of office hours, an answering machine provides only limited information. Reduced availability puts pressure on customer satisfaction, which in turn creates stress for employees. Additional challenge is coping with peaks in calls.

Solution:

A virtual assistant has been deployed that can handle the most frequent cases and automatically answer 20–25% of the calls, including those in Swiss German. During office hours, the virtual assistant helps to off-load the burden of dealing with increased call volumes allowing employees to focus on more complex queries. Out of office hours, the virtual assistant reliably and efficiently answers the most common questions.