Case Study: Kentucky Transportation Cabinet achieves faster, more efficient customer service with Amazon Web Services

How KYTC Transformed the State’s Customer Experience for 4.1 Million Drivers Using Amazon Connect

The Kentucky Transportation Cabinet (KYTC) needed to modernize its contact center to improve service for 4.1 million drivers, reduce long wait times, and make it easier to train and support agents. Working with Amazon Web Services and using Amazon Connect, KYTC set out to streamline customer interactions and create a more efficient, modern experience for both callers and staff.

Amazon Web Services implemented Amazon Connect with chatbots, a Q&A bot, Agent Workspace, Wisdom, Customer Profiles, Cases, and Contact Lens to automate self-service and give agents better tools and data. The results included about 900,000 chatbot interactions per month, call handling time dropping from 3–4 minutes to under 2 minutes, and new-agent training time cut from 4 weeks to 2 weeks, while callback queues also reduced hold times from 30–60 minutes to just a callback after 2 minutes on hold.

Kentucky Transportation Cabinet

Mike Miller

Director