The Traffic Section is a division within the Department of Institutions of the Republic and Canton of Ticino. It is responsible for vehicle and vessel registration, issuing driving licenses, managing road taxes, promoting road safety, and more.
Intelligent Voice Assistant Providing Services 24/7 and Improving Experience
The voice bot ensures accuracy and reliability when answering frequently asked questions, even in the Ticino dialect.
Challenge:
The Ticino Traffic Section has initiated a pilot project to introduce an AI virtual assistant. The goal is to efficiently handle the large number of calls, decrease waiting times, enhance residents’ satisfaction in resolving issues, and allow staff to focus on higher-value and more complex tasks to deliver improved services.
Solution:
Spitch, in partnership with UMB, implemented an on-premise virtual assistant solution in the voice channel to efficiently and automatically handle residents’ requests. The virtual assistant can successfully process routine and standard questions, allowing staff to focus on more complex and personalized queries. With Spitch’s Speech Analytics tool, the Circulation Department can monitor and improve the responses provided by the virtual assistant.
Benefits:
- Optimized efficiency: decreases workload on operators, allowing them to focus on more complex tasks.
- Scalability: easily adjustable to facilitate replication in different departments and business areas.
- Cost-effectiveness: a highly cost-effective solution that can be quickly implemented, resulting in significantly reduced operating costs.
- Continuous accessibility: ensures non-stop availability of the service 24 hours a day, 7 days a week.
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