Whether it’s an unexpected natural emergency or helping a citizen with a question about public services, your ability to answer every inquiry in a timely manner has never been more important—or more challenging. At the same time, new regulations are requiring state and local governments to uplevel the citizen experiences they deliver. AI Assistant’s advanced AI chatbots use natural language processing (NLP) to streamline fast, accurate answers that deliver elevated experiences with measurable cost savings and rapid ROI, brought to you by the global leader in conversational AI.
Empower citizens to access basic inquiries, enabling them to get answers to basic inquiries for anything from questions about paying bills to upcoming events—all with built-in ICSC security features.
Deliver your best self-service support experience across all citizen engagement points and seamlessly integrate AI-powered agents with existing systems and processes. Enable citizens to get the latest community updates, 24/7.
Leading natural language understanding (NLU) paired with advanced clarification and continuous learning helps achieve better understanding and sharper accuracy.
The city of Austin, Texas was able to deploy AI Assistant in just one week to meet the public’s need for pandemic-related information 24/7.
London Borough of Redbridge reported a 95% satisfaction rate among users of their chatbot during the Christmas period.
AI Assistant chatbots handle 6,200 calls per month for New Jersey, which translates to over 800 hours in time saved.
The State of New Jersey makes it easier for citizens to keep warm by quickly avoiding power shut-offs. 6,200 calls are handled automatically in a month.
An AI chatbot named Ava helps answer customer questions and predict bus arrival times 3,000 times a month, freeing up department staff.
Even in the first month, AI Assistant handled ~70% of conversations without human intervention, saving staff from handling inquiries directly.
Technical questions
According to G2 Crowd, IDC, and Gartner, ICSC’s AI Assistant is one of the best government chatbot builders in the space with leading natural language processing (NLP) and integration capabilities.
Our enhanced intent detection model is faster and more accurate than our previous ones, combining traditional machine learning, transfer learning and deep learning techniques in a cohesive model that is highly responsive at run time. Based on a study (link resides outside ICSC), this model is also more accurate than ICSC’s main competitors, outperforming Google Dialogflow by 5.6% and Microsoft LUIS by 14.7%.
Not only does our model surpass the competition, but ICSC’s AI Assistant makes it incredibly easy to get started with a host of resources, such as templates, one-click integrations, guided tutorials, SMEs and more. ICSC AI Assistant adapts to the needs of the citizen.
AI Assistant puts the control in your citizens’ hands, allowing them to answer their own basic inquiries and learn how to perform a wide range of functions related to your product or service. It can do this at scale, allowing you to focus your human resources on higher business priorities.
When a citizen does require human intervention, AI Assistant uses intelligent human agent handoff capabilities to ensure residents are accurately routed to the right person. With AI Assistant, the residents arrive at that human interaction with the relevant data necessary to facilitate rapid resolution. That means people get what they need faster and more effectively, without the frustration of long hold times and incorrect call routing.
With AI Assistant, no developers are required. This intuitive platform helps get you up and running in minutes with an easy-to-use drag and drop interface and minimal operational costs. Easily customize your chatbot to align with your visual identity, and then intuitively embed it into your website or mobile applications with a simple cut and paste. Built with ICSC security, scalability, and flexibility built in, AI Assistant understands any written language and is designed for safe and secure global deployment. Turn it on today and empower your team to realize the benefits of happier constituents, increased efficiency and cost savings, and a more efficient, effective government—without having to hire a specialist.
Yes, you can deliver an omnichannel experience to your citizen, deploying to apps, such as Facebook Messenger, Intercom, Slack, SMS with Twilio, WhatsApp, Hubspot, Wordpress, and more. Our seamless integrations can route callers to your telephony and interactive voice response (IVR) systems when they need them.
Citizens look to their state and local governments in time of need, and the call center is often the first stop. Whether it’s a natural disaster, a quickly spreading pandemic, or they are just looking for guidance on how to pay a bill, citizens shouldn’t be forced to count the minutes in wait time to speak to a human agent when chatbot technology can provide instant responses. And it’s often during unexpected emergencies where people desperately need guidance that call volumes spike.
ICSC AI Assistant uses natural language processing (NLP) to elevate citizen engagements to a uniquely conversational level. ICSC’s advanced artificial intelligence technology easily taps into your wealth of insurance system data to deliver the right answers at the right time through robust topic understanding and AI-powered intelligent search, with more complex calls being routed to the appropriate human agents.