Case Study: Sullivan County achieves 24/7 citizen support and lower call volume with Google Cloud Platform

Sullivan County Using virtual agents to serve more citizens faster, at any hour of the day

Sullivan County, New York, serves more than 78,000 residents across 21 towns and villages, but with limited staff and budget it struggled to keep up with hundreds of daily phone calls and emails about basic services. The county wanted a way to answer common questions faster, reduce the workload on employees, and improve support for citizens beyond normal office hours, so it turned to Google Cloud Platform and its Dialogflow product, with help from SpringML.

Google Cloud Platform, working with SpringML, helped Sullivan County launch the Sullivan County Virtual Agent in under three months, giving residents 24/7 self-service access to answers on the county website. The solution freed staff to handle more complex issues, improved access to government resources, and cut DMV inbound call volume by more than 56% year over year, far exceeding expectations.

Sullivan County

Dan Hust

Director of Communications