Case Study: State College Library improves patron service and team communication with Orion Labs

State College Library Automates Customer Service Requests and Optimizes Workflows with Orion

State College Library, part of a multi-campus state college system, needed a better way to communicate across dispersed library staff and improve response times for patrons at the front desk. Working with Orion Labs, the library sought a real-time solution because phone calls and walkie-talkies were too easy to miss and too slow for staff who were often away from the desk.

Orion Labs implemented a voice-powered workflow using Onyx, the Orion Voice Platform, and IFTTT integrated with Amazon Alexa. Patrons could say, “Alexa, please reach the librarian,” triggering an instant voice alert to librarians’ Onyx wearables anywhere on campus. The result was faster patron support, fewer missed requests, improved employee productivity, and a more efficient customer service experience, though no specific numeric metrics were provided.