Maricopa County Supreme Court Clerk: Delivering effective, accurate answers to the public
The Maricopa County Supreme Court Clerk, based in Phoenix, Arizona, gets thousands of calls for service from its 4 million people per day. For time-sensitive requests, people also seek out such as filing for marriage licenses, renewing passports and obtaining court documents. Employees of the Clerk of the Supreme Court became overwhelmed with demands, speeding down already sluggish procedures and adding to frustration among people.
The Clerk of the Superior Court, unlike most other IBM clients, is not in a "competitive industry," but that does not influence their mission. Their aim is to provide their residents public services in the most reliable and cost-effective way possible. To accomplish the purpose, they turned to IBM Watson.
Providing swift and reliable service to residents and employees
IBM Watson Assistant was deployed by the Clerk of the Superior Court to communicate with people and workers, infusing AI into their workflows to provide improved customer support, while minimizing costs and standardizing channel-wide responses. The Clerk's Office first gave their employees Watson Assistant to encourage self-service over Slack, allowing Watson Assistant to address the questions of employees, create support desk tickets for difficult problems and produce important reports.
The Clerk's Office deployed Watson Assistant as a virtual agent for people after the original performance, avoiding lengthy waiting periods on the internet. The Office of the Clerk has a genuinely omnichannel experience, offering Watson Assistant not only on the web through the out-of-the-box web chat of Watson Assistant, but also through SMS, and via voice assistants such as Alexa and Google Assistant, so that people can make appointments from home with easy voice commands.Watson Exploration, IBM's business search feature, was also combined with Watson Assistant by the Clerk's Office to retrieve knowledge from documents for specific policy and operational queries.
The Clerk of the Superior Court knew when it was time to deploy Watson Assistant that they wanted to be smart about their deployment, as the epidemic of COVID-19 was just starting. The team figured that people would only want to talk to humans at this time of confusion, rather than communicate with virtual agents. But the team saw greater public use and satisfaction than they predicted after a soft launch. Because of the shelter-in-place order of the law, the automated representative of the Clerk's Office was crucial in answering questions and having people file paperwork without going personally to the court or sitting for the phone.
Citizens and employees get quick, concise and clear answers with Watson Assistant, and agents can concentrate on their more complicated and rewarding jobs. Watson Assistant conducted about 70% of communications without human interference in only the first month, and agents found that they saved over 100 hours of direct handling of inquiries.
What's next in Maricopa County for IBM Watson and the Clerk of the Supreme Court?One unintended advantage from working with Watson was that a greater knowledge of their people was established by the Clerk of the Court. The Clerk's Office, following the launch of Watson Assistant, obtained insights into the interests of their residents. Based on these experiences, the Office of the Clerk made decisions during COVID-19 on what resources to offer customers remotely and what actions to feature on the website, further strengthening the consumer experience. This is just one of the many advancements we have in mind says Aaron Judy, strategist for technology innovation at the Maricopa County Superior Court Clerk." Watson Assistant for Voice Communications will now be deployed by the Clerk's Office, extending their omnichannel vision to include telephony.
The Maricopa County Supreme Court Clerk, based in Phoenix, Arizona, gets thousands of calls for service from its 4 million people per day. For time-sensitive requests, people also seek out such as filing for marriage licenses, renewing passports and obtaining court documents. Employees of the Clerk of the Supreme Court became overwhelmed with demands, speeding down already sluggish procedures and adding to frustration among people.
The Clerk of the Superior Court, unlike most other IBM clients, is not in a "competitive industry," but that does not influence their mission. Their aim is to provide their residents public services in the most reliable and cost-effective way possible. To accomplish the purpose, they turned to IBM Watson.
Providing swift and reliable service to residents and employees
IBM Watson Assistant was deployed by the Clerk of the Superior Court to communicate with people and workers, infusing AI into their workflows to provide improved customer support, while minimizing costs and standardizing channel-wide responses. The Clerk's Office first gave their employees Watson Assistant to encourage self-service over Slack, allowing Watson Assistant to address the questions of employees, create support desk tickets for difficult problems and produce important reports.
The Clerk's Office deployed Watson Assistant as a virtual agent for people after the original performance, avoiding lengthy waiting periods on the internet. The Office of the Clerk has a genuinely omnichannel experience, offering Watson Assistant not only on the web through the out-of-the-box web chat of Watson Assistant, but also through SMS, and via voice assistants such as Alexa and Google Assistant, so that people can make appointments from home with easy voice commands.
Watson Exploration, IBM's business search feature, was also combined with Watson Assistant by the Clerk's Office to retrieve knowledge from documents for specific policy and operational queries.
The Clerk of the Superior Court knew when it was time to deploy Watson Assistant that they wanted to be smart about their deployment, as the epidemic of COVID-19 was just starting. The team figured that people would only want to talk to humans at this time of confusion, rather than communicate with virtual agents. But the team saw greater public use and satisfaction than they predicted after a soft launch. Because of the shelter-in-place order of the law, the automated representative of the Clerk's Office was crucial in answering questions and having people file paperwork without going personally to the court or sitting for the phone.
Citizens and employees get quick, concise and clear answers with Watson Assistant, and agents can concentrate on their more complicated and rewarding jobs. Watson Assistant conducted about 70% of communications without human interference in only the first month, and agents found that they saved over 100 hours of direct handling of inquiries.
What's next in Maricopa County for IBM Watson and the Clerk of the Supreme Court?
One unintended advantage from working with Watson was that a greater knowledge of their people was established by the Clerk of the Court. The Clerk's Office, following the launch of Watson Assistant, obtained insights into the interests of their residents. Based on these experiences, the Office of the Clerk made decisions during COVID-19 on what resources to offer customers remotely and what actions to feature on the website, further strengthening the consumer experience. This is just one of the many advancements we have in mind says Aaron Judy, strategist for technology innovation at the Maricopa County Superior Court Clerk." Watson Assistant for Voice Communications will now be deployed by the Clerk's Office, extending their omnichannel vision to include telephony.
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