Virtual Assistant

About the Program

Category: Information Technology (Best in Category)

Year: 2021

The Superior Court of Arizona in Maricopa County is one of the largest jurisdictions in the country serving a diverse population of nearly 4.5 million people. To serve the court and this community, the Clerk of the Superior Court has 600 employees at 12 locations throughout the county working in numerous specialized departments.To improve the quality of the customer experience, availability of assistance to the public, and provide a better knowledge base to employees, the Clerk’s office has developed multiple virtual assistants. Built on IBM’s Watson platform and incorporating technologies such as GIS mapping, SMS messaging (text), email, telephony voice, and voice first assistants, development on the program started in April 2019 with incremental releases beginning in November of 2019. Additions and improvements continue to be made through to the present.The final result provides the public with access to the Clerk’s office anytime, anywhere, and on any device through their preferred method of communication. During business hours they can easily transfer from a virtual agent to a human when desired. The system also serves as an augmented intelligence knowledge base for employees interacting with the public, making more consistent and accurate information available quickly and easily.