At this year’s Digital Workforce Summit (DWS), we had a one-on-one conversation with Timothy Jackson, the Deputy Mayor for the City of Casey in Victoria, Australia, which recently embarked on a new partnership with IPsoft to enhance city services using Amelia.
Jackson explained how IPsoft will help Casey become “a 24/7 city” through cognitive automation. “We are a community service organization, and so from the City of Casey’s point of view, we want […] our residents to be able to access our services whenever is convenient and simple to them,” he said.
The City is currently developing two projects for Amelia. For one, she will lead residents through the process of registering their pet over the phone. To accomplish this previously, a resident would need to call the appropriate department during business hours “and remain on hold for 15 minutes and then maybe you’ll be able to register that pet or maybe you’ll give up. [With Amelia] you’ll be able to do that easily as soon as you pick up that phone,” Jackson explained.
For the second implementation, the city is developing a use case for residents deal with missed trash pick-ups. In this case, Amelia will assist Casey residents who get home late at night and discover that their trash hasn’t been picked up. Since it’s late, “there’s no one in the City of Casey to answer the phone,” Jackson explained. “By using AI, we become a 24/7 service, and you can just pick up that phone, log the fact your bin [has] been missed, and then the next day it’s going to be collected. And then you’re going to have the bin ready for use for the entire next week.”
Amelia has proven her ability to help large enterprises be more efficient. Likewise, The City of Casey is exploring how she can inject new efficiencies into the delivery of public services.
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