National Association of Counties

County Examples & Solutions

Automated Virtual Assistant

Jul. 6, 2017
Tags: Telecommunications & Technology
  • Document

    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

    Miami-Dade County, Fla.
    2017-07-06
    County Examples & Solutions
    2017-07-31

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

About 100 Brilliant Ideas at Work

Counties play an essential role in keeping America’s communities healthy, vibrant and safe. With public and private sector partners, we pursue innovative approaches to advance public health and well-being, protect public safety and foster economic strength and resiliency. Counties anticipate and adapt to challenges by thinking outside the box and demonstrating local leadership that makes a difference in people’s lives.

Under the leadership of NACo Immediate Past President Bryan Desloge, NACo embarked on an initiative to identify and share 100 examples of visionary county leadership that results in improving residents’ quality of life. Through this initiative, NACo worked with county leaders and partners to share best practices that bolster our nation’s ability to thrive county by county.

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