Case Study: Clerk of the Superior Court in Maricopa County achieves faster, more efficient public service with IBM watsonx Assistant

How a spark of innovation developed into a virtual assistant named Cleo

The Clerk of the Superior Court in Maricopa County needed a better way to manage a high volume of time-sensitive citizen requests while staff were overwhelmed by calls, routine questions, and pandemic-related constraints. To improve service and reduce frustration, the Clerk’s Office turned to IBM and IBM watsonx Assistant to build a more scalable, self-service customer experience.

IBM helped the Clerk’s Office launch Cleo, a unified omnichannel virtual assistant built with IBM watsonx Assistant and Twilio Flex in just three months. In 2023, Cleo handled 15,569 conversations with a 95.78% containment rate and saved 214 human hours per month, while enabling faster answers, smoother handoffs to human agents, and expanded access to court services across phone, chat, text, social media, email, and voice channels.

Clerk of the Superior Court in Maricopa County

Aaron Judy

Chief of Innovation and AI