- Ministry of Housing and Urban Planning (MoHUP) wishes to reduce the number of service agents needed by its Telephone Call Center by using Artificial Intelligence (AI) and other technologies.
- Improved Information Access – Develop Better Information Data Bases, automated resource libraries, etc.so service agents and the public can quickly and easily find answers to questions.
- Intelligent Routing – Develop AI driven intelligent routing systems, including voice recognition, to connect calls to the right department, service agent, or self-help resource library.
- Self-Service Solutions – Develop AI powered self service solutions including FAQ’s (Frequently Asked Questions) to allow public callers and service agents to find answers quickly with little or no human assistance.
- Web-Based Customer Service – Develop a comprehensive easy to navigate MoHUP Website with easy User Interface that provides answers to common questions, down-loadable application forms, e-Filing, and other services traditionally handled by an agent.
- Chatbots for Text Based Customer Service – Develop AI powered chatbots to handle basic customer inquiries, to instantly answer common questions, and which are available 24/7 thereby improving customer service availability.
- Content Generation – Introduce Generative AI to analyze customer conversations extracting relevant details to help build an expanding database of answers to questions for use by chatbots or as content on a comprehensive MoHUP website
“The best call centers have the best AI automation.”
OmanGPS.com
CEO, Dr. S.Dastgheyb