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Summary
mavQ intelliSuite is a product that offers self-help services to customers. It is specifically designed to provide real time and relevant information in an ever-changing landscape of transportation, where real time information is needed on a daily basis as transportation plans change.
Challenges
- Real Time Status Updates: As transportation plans change with weather, inspection checks, road or air quality changes, and transport priorities - providing access to accurate and real time information to customers and workers is a challenge for agencies who rely on human operated support desks.
- Context Aware Services: Customers and stakeholder seeking information do not always know the right question to ask or the unique identifiers such as transport code or flight code for a service desk to assist them.
- 24/7 Support: Transportation plans and routes often carry past 5pm, and it is a challenge for the public sector to operate a human run call center after hours. This often results in delays.
Outcome
Customers who implement the virtual agents have decreased the need of a human agent by 40%. intelliSuite is able to data dip into third party systems and databases to provide relevant and accurate information within 30 seconds. The virtual agent intelligently routes calls to the correct human at the correct time and provides all information to the human agent for faster assistance.
The virtual agent provides round-the-clock support, ensuring no delays and continuous assistance for citizens.
Customers who implement the mavQ intelliSuite virtual agents have decreased the need for a human agent by 40%, leading to lower workload and improved operational efficiency.
mavQ intelliSuite can data-dip into third-party systems and databases, delivering relevant and accurate information within 30 seconds, ensuring quicker responses for customers.
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