Case Study

Automated Virtual Assistant

Miami-Dade County, Fla.

This project offers a new service to the Miami-Dade County residents by introducing IBM WATSON artificial intelligence technology, as a 24x7 customer service Automated Virtual Assistant chat agent called AVA. Miami-Dade County’s Water and Sewer Department (WASD) is one of the largest public utilities in the United States, it provides direct services to more than 436,000 customers. WASD is the recipient of the Customer Service Pebble Award recognizing and rewarding all WASD staff who has demonstrated exceptional customer service behavior. WASD Customer Service Center provides face-to-face service Monday thru Friday from 8:00 am – 7:00 pm except holidays. The primary function for the implementation of IBM WATSON artificial intelligence chat agent AVA is to handle after hours’ general questions, payment options and billing extensions, in addition, AVA will handle the over flow customer service questions during business hours. AVA’s chat feature offers the customers another mode of communication to process payment transactions and address any general billing questions.

Contact: 
Ms. Eleyn Asbert 
Executive Assistant

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