How Hawaii's Department of Human Services scaled with CCAI

Key Takeaways

[Music] foreign [Music] 's Department of Human Services is to support the well-being of individuals families and communities with support programs that Foster self-sufficiency shepherding people into Support Services takes communication people apply for programs and benefits DHS processes them demand for these services from the community is a good thing it signals the value people found in the programs but like any system spikes in demand can create bottlenecks like longer callback weights and longer processing time to address this the Department of Human Services adopted Google Cloud contact center AI here with us to discuss is systems analyst Ethan Chao let's dive a little deeper on the tech side we'll start with contact center AI platform or ccaip which controls how calls are connected all routing is managed through queues and here we have several set up the dialog flow queue connects callers to our virtual agent which is where they're immediately sent when dialing in you'll see a few cues with a tier number these correspond with our tiered support system or call if started a low tier and are escalated to higher tiers as necessary so these queues route College to those tiered agents there's a voicemail queue to allow folks to leave voicemails and we also have this queue down here which transfers callers out to a third-party line from within the virtual agent next up is our CRM integration we've configured ccaip to work with servicenow the system we use to record customer interactions as soon as someone calls we create a record in servicenow to start logging their conversation with the virtual agent then when the customer gets transferred to a human agent ccaip automatically opens that servicenow record on the agent's screen allowing them to see information about the caller it also updates the record with additional metadata once the call is over here we've set the URL template used to automatically open the appropriate record on screen in each of these endpoint configurations we use a gcp cloud function as a middle layer between ccaip and servicenow this allows us to add additional logic or functionality here's an example of one endpoint config the upload a file endpoint this endpoint uploads call transcripts voicemail recordings and session metadata to the servicenow record finally let's look at dialog flow where we built the virtual agent that interacts with callers we've built out a number of flows dedicated to frequently asked questions or topics each flow has various pages that provide the information they'd need for example if someone calls in about an interview they'll enter this interview flow and here we'll provide them with information about if and or when their interview is scheduled for example in this page we tell the caller that they do not have an interview scheduled to do this we need to retrieve information from a back-end Java server that can access a bunch of information about these cases again we used Cloud functions as a middle layer to communicate with the Java backend with contact center AI platform Hawaii's Department of Human Services was better able to support their citizens increasing the number of cases they could handle while reducing weight and processing times they were also able to prioritize interactions appropriately and make each engagement relevant to the citizen to learn how you can integrate contact center AI into your customer experience check out the links in the description below foreign [Music]