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The Mobile & Digital Assistant Blog covers the latest in mobile and conversational AI development and engagement

  • June 10, 2020

State of Oklahoma Employs Digital Assistants to Help Government Telework

This is a syndicated post, view the original post here

When the COVID-19 pandemic hit, Oklahoma, like every other state, had to figure out a way for its mostly office-based government employees to work from home.

Oracle was there to help. Within eight days of receiving a call for help, the local team and members of Oracle’s Austin-based Cloud Solutions Hub were able to design and deploy a chatbot to help Oklahoma’s newly home-based workers get productive as quickly as possible.

Office workers unfamiliar with configuring IT gear without hands-on support invariably have questions, and that can lead to bottlenecks.

Before COVID-19, the Oklahoma Office of Management and Enterprise IT desk fielded about 500 support calls a month. Overnight, that number spiked to more than 1,500 calls per day, says Jerry Moore, CIO, State of Oklahoma.

To eliminate the resulting backlog of IT support calls, the Oracle Cloud Hub engineers built a chatbot that lets users ask basic questions, such as how to reset a password, how to set up a VPN, or how to download workplace applications.

The chatbot was instrumental in reducing the volume of calls to the IT helpdesk and getting approximately 30,000 state employees up and running from home so they could keep providing vital constituent services.

During that same period, Oracle also built a mobile app for the state’s Department of Human Services that tracks time and purchases related to COVID-19 work. “If an employee buys 12 cases of hand sanitizer, they can take a picture of the purchase and upload it to the app that tracks all activities specific to the pandemic,” Moore says. “Overall, in eight days Oracle  built and delivered two applications.”

And those applications ensure that Oklahoma government workers can keep providing important services despite having to shelter in place.

Find out  more about Oracle’s state and local government solutions.

Learn more about Oklahoma and other public sector agencies who are leading in crisis.

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