AI-Powered Solutions for a Disaster Response Program

Our client is a U.S. government agency tasked with coordinating the response to natural and man-made disasters. This includes managing disaster response and recovery efforts, coordinating relief funding, and implementing preparedness programs.

The agency is known for its critical role in disaster recovery, offering support and resources to individuals and communities affected by emergencies.

Business Challenges

In the Agency’s Disaster Assistance program, customer service agents were overwhelmed by the need to handle 58 different Standard Operating Procedures (SOPs) after only six days of training. This complexity resulted in prolonged response times as agents frequently had to navigate through extensive documentation to find the necessary information to address customer inquiries effectively.

Solution Highlights

Atento´s AI Knowledge Assistant was designed to streamline the information retrieval process and support agents in delivering faster and more accurate responses. Key features of the AI solution included:

Immediate Access to Information: The AI bot was programmed to understand and fetch relevant information from a vast database of SOPs, providing instant answers to common queries.

Integration with Existing Systems: Seamlessly integrated into the existing customer service workflow, the AI bot augmented the capabilities of human agents without disrupting their routine processes.

Continuous Learning and Adaptation: The AI bot was equipped with machine learning algorithms, allowing it to continuously improve its responses based on new data and interactions.