Problem: Long telephone queues to get redirected to the right department. Pressured employees who lacked time for more complicated inquiries.
Solution: All calls go directly to CleverCall’s Voicebot, which transfers the call to the right department. The Voicebot also helps directly with appointment bookings and answers a large number of questions.
Result: 60% reduction in calls to the Receptionist who usually reroutes the calls. Less stressed employees. More time for the citizens who are in need of more help.
The future: Expand the number of tasks automated by the Voicebot. In addition, the municipality has a goal to use the Voicebot’s analysis function more.
Bonus: The Voicebot is especially appreciated when new events happen that generate many calls over a short period of time. In January for example, several hundred citizens called Egedal to ask about MitID, which the Voicebot immediately transferred to the Danish Agency for Digitalisation.