How generative AI can transform service delivery (WPS321)

Leveraging Generative AI to Transform Public Sector Organizations

Key Takeaways

  • AWS offers prepackaged solutions to help customers accelerate their time to adoption for AWS services and software.
  • One such solution is Q&A Bot, which provides a multi-channel chatbot to help agencies modernize their call centers and leverage AI/generative AI.
  • Q&A Bot has helped agencies like the Kentucky Transportation Cabinet, California DMV, and Oklahoma State University improve customer satisfaction, reduce call volumes, and gain insights into customer needs.
  • Beyond call centers, generative AI can be leveraged to make government data more accessible, improve equity, and transform citizen experiences.
  • The Generative AI Application Builder (GAB) on AWS provides a pre-built solution to rapidly experiment with and deploy generative AI applications.
  • The AWS Solutions Library offers a wide range of curated solutions to accelerate the cloud journey for public sector organizations.

Leveraging Generative AI for Call Center Modernization

  • Agencies often struggle with call center modernization and leveraging AI/generative AI to address challenges like scaling, handling peak demand, and reducing costs.
  • Q&A Bot is a pre-packaged solution that provides a multi-channel chatbot, integrating with AWS services like Amazon Connect, Lex, Comprehend, and third-party products.
  • Examples of agencies successfully using Q&A Bot:
    • Kentucky Transportation Cabinet: Achieved 99.9% call deflection, reduced hold times by 30-50%, and improved agent retention and training.
    • California DMV: Went live with 250 agents in 3 months, achieving 90% customer satisfaction.
    • Oklahoma State University: Handled 34,000 conversations at peak, saving 800 hours of staff time.

Generative AI Application Development Challenges

  • Developing generative AI applications involves challenges around model latency, session management, and configuration management.
  • The Generative AI Application Builder (GAB) on AWS aims to simplify the application development experience by providing:
    • A pre-built user interface for configuring data sources, models, and other application components.
    • Integrations with AWS services like Amazon Bedrock for easy model integration.
    • Production-ready features like security, scalability, and observability.

Leveraging GAB to Build Generative AI Applications

  • Two example scenarios for using GAB:
    1. Integrating existing data and business rules with new generative AI capabilities, e.g., a local court house adding a more relevant case law search.
    2. Building a generative AI interface on top of existing APIs and data, e.g., a parks and recreation service with a natural language interface.
  • GAB allows you to focus on your use case (text generation, data analysis, translation, etc.) while handling the underlying infrastructure and application concerns.

AWS Solutions Library for the Public Sector

  • The AWS Solutions Library offers a wide range of curated solutions to accelerate the cloud journey for public sector organizations, covering industries like education, government, and more.
  • These solutions help address common challenges and transform citizen experiences using AWS services and best practices.
  • The next time you face a business problem or technical challenge, make the AWS Solutions Library your first stop to find pre-built solutions to accelerate your cloud adoption.

Your Digital Journey deserves a great story.

Build one with us.

Cookies Icon

These cookies are used to collect information about how you interact with this website and allow us to remember you. We use this information to improve and customize your browsing experience, as well as for analytics.

If you decline, your information won’t be tracked when you visit this website. A single cookie will be used in your browser to remember your preference.

Talk to us