“Formula Ambiente” a consortium of about 50 municipalities in Italy. It was looking to automate appointments to arrange the collection of large items and waste from gardening activities (grass, leaves, etc.) as well as furniture, TVs etc. from the population of municipalities. Spitch provided a voice-driven intelligent IVR that would take the calls from the population 24/7, register all the required information automatically, and inform the responsible municipality clerks by email.
Contact Centre Robot for the Multifunctional Government Services Centre
Efficient resolution of typical problems:
- long waiting time
- no topic-specific agent available
- no service outside office hours
- the service is available only in one language
Challenge:
The Government Services Centre experienced seasonal peaks due to legal requirements, and daily peaks arising because people mostly called before or after office hours, as well as during lunch breaks.
Solution:
Spitch solution fully automated the processing of standard queries and the scheduling of appointments. Citizens no longer have to wait on the phone to get the right information or to report a problem. People can access the service 24×7, in their preferred language and with no delay. The solution can be easily replicated and adapted to needs across multiple government bodies and service types.
Benefits:
- Economical use of public resources.
- Better experience for taxpayers – no need to make visits, call back or make repeated calls.
- The majority of calls are processed at a time that is convenient for citizens.
- Efficient workflows for civil servants with routine tasks fully or partially automated.
- Service can easily be made available in multiple languages.
Related Case Study
Customer Experience Enhancement at MSC
Road Traffic Office Aargau improves the processing of telephone queries
Automatic voice-driven document ordering system for PostFinance
