Albuquerque integrates voice assistant with 311 community contact center using Oracle Service
The City of Albuquerque integrated a voice assistant (Alexa) and Oracle Digital Assistant with its 311 community call center, powered by Oracle Service and Oracle Intelligent Advisor, letting residents report issues like potholes or missed trash pickups by voice and access 24/7 omnichannel support across phone, web, mobile, and voice.
Overview
The City of Albuquerque integrated a voice assistant (Alexa) and Oracle Digital Assistant with its 311 community call center, powered by Oracle Service and Oracle Intelligent Advisor, letting residents report issues like potholes or missed trash pickups by voice and access 24/7 omnichannel support across phone, web, mobile, and voice.
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Inspect the highlighted sourceThe challenge
Albuquerque needed to replace a heavily customized, cumbersome 311 system, built using an on-premises system that just couldn't deliver on Albuquerque's future vision, while wanting 24/7 availability, connections to multiple departments, and channels beyond the phone.
The solution
Albuquerque chose Oracle Service as the new call center foundation for its 311 system, delivering omnichannel connectivity over phone, web, mobile, and automated voice channels; residents can use a voice assistant such as Alexa to request services like trash pickup, with Oracle Intelligent Advisor powering online forms and Oracle Digital Assistant providing a multilingual conversational interface.
Reported business value
The more than 50 agents working at the city's contact center, who receive nearly 2 million phone calls annually, get more time to help residents with complicated issues because basic queries are now answered via digital channels; the city expanded 311 availability to 24/7 connectivity, and the voice integration won a Smart Cities North America Award from IDC in 2020.
Sources
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