Case Study: Aylesbury Vale District Council achieves 50% faster response times and lower costs with DigitalGenius

Aylesbury Vale Reduces Costs and Drops Response Times by 50% with DigitalGenius

Aylesbury Vale District Council (AVDC) faced rising resident expectations for a 24/7 digital experience while needing to control operating costs after the end of government grants. As part of its Connected Knowledge strategy on Salesforce, AVDC selected DigitalGenius and implemented DigitalGenius AI within its Salesforce Service Cloud to modernize residents' services and unify information for faster, smarter handling of enquiries.

DigitalGenius automated case routing, predicted case metadata, and surfaced AI-suggested responses with continuous learning, allowing AVDC to send 50% of responses without amendment and to automate over 17% of total case volume. The DigitalGenius deployment cut customer response times by 50%, boosted agent productivity and reduced costs, with all queries showing DigitalGenius confidence above 90% being fully automated.

Aylesbury Vale District Council

Maryvonne Hassall

Digital Strategy Manager