Case Study: City of Johns Creek achieves 24/7 automated citizen support and near-zero voicemails with Amazon Lex

City of John’s Creek - Customer Case Study

City of John’s Creek, a forward‑thinking suburb of Atlanta, was grappling with a bottleneck: receptionists were handling 50–100 repetitive calls a day and after‑hours callers were left to voicemail, slowing response times and duplicating staff effort. To streamline citizen access and reduce load on staff, the city built a chatbot using Amazon Lex (deployed as an Amazon Alexa skill) and complemented it with an Amazon Connect contact center.

By integrating Amazon Lex into Amazon Connect (with Amazon Polly for lifelike speech), the city automated answers and routed callers to the correct departments when needed. The solution cut voicemails from up to ten a night to nearly zero, transferred 60% of incoming calls to appropriate departments in the first month, and reduced the main receptionist’s call volume by more than half — and the system could be switched to full 24/7 operation in minutes during the COVID‑19 crisis.

City of John’s Creek

Nick O’Day

Chief Data Officer