Case Study: Maricopa County Clerk of the Superior Court saves $185K and boosts citizen engagement 16× with Twilio Flex

Maricopa county saves $185k by building citizen-centric experiences

The Clerk of the Superior Court in Maricopa County, Arizona—serving a fast-growing community of more than 4.5 million residents—needed to centralize and modernize citizen-facing services to handle high volumes (about 33,000 calls and 75,000 unique web visits monthly). Their challenge was to deliver a unified, omnichannel, citizen-centric experience that offered smart self-service, seamless handoffs to human agents, and lower operating costs.

They built “Cleo,” an AI-powered virtual assistant using IBM Watson and Twilio, and migrated to Twilio Flex with Blacc Spot Media’s Gravity CX to unify agent workflows across web chat, text, phone, email, social, and voice platforms. Deployed in eight months, the solution drove a 16x increase in interactions, is on track for more than 100,000 conversations, and is estimated to save about $185,000 annually while enabling further NLP-driven improvements and full-channel routing.

Maricopa County Clerk of Superior Court

Richard Mchattie

Chief Technology & Innovation Officer