Each colour maps a published value to the exact source passage used to support it. Only bounded excerpts are public; administrators can inspect the complete captured source.
Title
Albuquerque integrates voice assistant with 311 community contact center using Oracle Service
…Account Help Sign Out Albuquerque makes connections with residents using Oracle Albuquerque integrates a voice assistant with its 311 community contact center, powered by Oracle Service, making interactions easier for residents. United States | Local Government “ Oracle was a fabulous partner to work with,…
Description
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.
…ce and explained the vision to city leadership. They were on board. Soon after, Albuquerque residents were able to use Alexa to get access to city services by voice, via the city’s 311 community call center. Residents of Albuquerque, the largest city in New Mexico, use the 311 community…
Company
City of Albuquerque
…ngagement Manager, City of Albuquerque A Christmas gift led to a brainstorm for Matthew Maez, digital engagement manager for the City of Albuquerque. When Maez received an Alexa smart speaker from his brother, he used it to orde…
Industry
Government & Public Sector
…ct center, powered by Oracle Service, making interactions easier for residents. United States | Local Government “ Oracle was a fabulous partner to work with, and it’s still a partnership that…
Country
United States
…ct center, powered by Oracle Service, making interactions easier for residents. United States | Local Government “ Oracle was a fabulous partner to work with, and it’s still a partnership that…
Region
New Mexico
…get access to city services by voice, via the city’s 311 community call center. Residents of Albuquerque, the largest city in New Mexico, use the 311 community call center to request information or report problems to…
Problem
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.
…erque through whatever channels they prefer, including the web and mobile apps. 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. “We strive to be good stewards of our community’s tax dollars. Oracle Service h…
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.
…gy and Innovation, City of Albuquerque Why the City of Albuquerque Chose Oracle Albuquerque chose Oracle Service as the new call center foundation for its 311 system. Oracle Service delivered on Albuquerque’s key requirement for omnichannel conne…
Technology
Oracle Service, Oracle Digital Assistant, Oracle Intelligent Advisor, Oracle Knowledge Advanced, Amazon Alexa
…populations 500,000 or greater. The City of Albuquerque continues to innovate, recently investing in Oracle Knowledge Advanced to allow the 311 service to deliver both internal and external information across multiple channels, and Oracle Digital Assistant to provide a multilingual conversational interface with automated service delivered over chat. Learn more about City of Albuquerqu…
Deployment model
cloud
…gy and Innovation, City of Albuquerque Why the City of Albuquerque Chose Oracle Albuquerque chose Oracle Service as the new call center foundation for its 311 system. Oracle Service delivered on Albuquerque’s key requirement for omnichannel conne…
Deployment options
cloud
…erque through whatever channels they prefer, including the web and mobile apps. 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. “We strive to be good stewards of our community’s tax dollars. Oracle Service h…
Headline outcome
…also convenient for residents with disabilities, such as the visually impaired. Albuquerque’s 311 digital voice integration won the city a Smart Cities North America Award from research firm IDC in 2020, along with awards from the Center for Digital Government, which named Albuquer…
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.
…nect front- and back-office systems, integrating the entire government. Results The more than 50 agents working at the City of Albuquerque’s contact center receive nearly 2 million phone calls, and the department website receives 14 million hits annually. Oracle Service helps those agents effectively answer those queries. By letting…
AI capabilities
Conversational AI
…to deliver both internal and external information across multiple channels, and Oracle Digital Assistant to provide a multilingual conversational interface with automated service delivered over chat. Learn more about City of Albuquerque Products list Oracle CX Oracle Service Or…
Use case type
Conversational assistant
…as department phone numbers or instructions on how to renew a hunting license, Albuquerque let residents use a voice assistant to request services such as a trash pickup. The voice channel is also convenient for residents with disabilities, such as t…
