Sullivan County has introduced a program that is developed to lower the time its staffers have to invest in the phone answering standard concerns. The program has actually been called Virtual Agent and is referred to as “an artificial intelligence-driven program.”
A service provider of technology services, SpringML, which is headquartered in Pleasanton, California, was brought in to work with the county’s Infotech Solutions Department in deploying Google’s service called Dialogflow CX that makes Sullivan’s Virtual Agent function. The computer software uses various little bits of text and clickable buttons to talk with users of Sullivan County’s website. It is billed as supplying responses to typical concerns together with other info about federal government operations and services.
Sullivan County states that it is the very first government entity in upstate New york city to be utilizing Google’s Dialogflow CX.
Sullivan County government center. Picture by means of Google Maps.
“We purchased this innovation with the twin hopes that it will rapidly lead web users to the info they look for and will lower the time county staff spend on the phone answering fundamental concerns,” County Manager Joshua Potosek stated. “Preliminary results are appealing, and we will continue to enthusiastically study use of the Virtual Agent to see if expansion is called for.”
When users sign onto the county site, a box opens in the lower best part of their screen that introduces itself as the Virtual Representative, supplies a list of clickable topics and a blank field where the user can type in questions.
“Whether somebody asks a complete question or simply key ins a keyword, the Virtual Representative will provide a suitable response within a few seconds,” Potosek said. “If it doesn’t have the response, it will still provide a contact number to call, so that people are not left hanging.”
In the early testing, the scope of Virtual Representative has actually been restricted and it only covers questions about the County Clerk’s Office, including the Department of Motor Vehicles, and the County Treasurer’s Office.
“My personnel answers dozens of calls a day, and if the Virtual Agent can minimize that amount, our team can focus on addressing the kind of questions that really require our attention,” County Clerk Russell Reeves said.
The county has invited members of the general public who try the system and have remarks to get in touch with Dan Hust, its interactions director. The county said it prepares to use public feedback as it assesses the effectiveness of the Virtual Representative over the next couple of months.
When the Business Journal tried out the Virtual Agent, the computer system program fasted to react with bits and pieces of stored information when buttons with labels such as “passports,” “pistols” and “taxes” were clicked.
When concerns were typed into the field that is labeled “Ask something,” Virtual Representative was less than successful in offering responses to the concerns. The Business Journal asked, “What’s the phone number for the county clerk?” The Virtual Representative responded, “Is there anything else I can assist you with in taxes?” Next, the Business Journal asked, “What are the county’s workplace hours?” Virtual Representative replied, “Yes appointment is required to visit.” When the Business Journal asked for the name of the county clerk, Virtual Representative responded, “Can you state your query plainly? What else can we assist you with?” Virtual Agent did not display a phone number to call for aid.