Overview
The City of San Antonio 311 service aimed to enhance its voice response system using artificial intelligence (AI). To ensure the system met user needs and functioned effectively, they required expert validation and testing. The City of San Antonio partnered with Kaeppel Consulting for this project.
The Challenge
The City of San Antonio 311 service faced several challenges:
- System Validation: Ensuring the AI-based voice response system functioned as intended.
- User Testing: Recruiting and testing the system with a diverse group of users.
- Continuous Improvement: Iterating on the system based on user feedback to enhance functionality.
Our Solution
Kaeppel Consulting provided a comprehensive solution that included:
- Stakeholder Interviews: Conducted interviews to gather insights and ensure the system aligned with user needs.
- User Recruitment and Testing: Recruited a diverse group of users to test the voice response system.
- Iterative Improvement: Used feedback from testing to make iterative improvements to the system.
Results
Kaeppel Consulting’s efforts resulted in the successful launch of an interactive AI-based voice response system that met user needs and functioned effectively. Continuous improvement based on user feedback ensured the system remained user-friendly and efficient.
Conclusion
Kaeppel Consulting’s expert validation and testing enabled the City of San Antonio 311 service to enhance its voice response system with AI. Our tailored approach ensured the system met user needs and functioned effectively.