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Case Study: Moonee Valley City Council improves citizen support during COVID with Engati conversational AI
A Engati Case Study
How Moonee Valley City Council handles the COVID crisis safely
Moonee Valley City Council faced a significant challenge when the COVID-19 pandemic forced the shutdown of its services. The demand for information from citizens vastly exceeded the capacity of their customer service team, creating a critical need for a new solution to handle the overwhelming number of queries.
The council implemented a live chat solution using the Engati conversational AI bot to communicate with users. This solution handled 1.4 times more users, autonomously answered 72% of all queries, and achieved a 44% reduction in resolution time, allowing the council to manage the crisis effectively.
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