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AVAYA AUTOMATED ASSISTANT PROJECT

The Avaya Automated Assistant project has brought significant advancements
to communicating with families for transportation-related inquiries. By
integrating this innovative solution into the Transportation Customer Service
Call Center, the District has created a system that is accessible, efficient,
and user-friendly, providing a better experience for both parents and staff.

The system offers multilingual support, including speech recognition for
English, Spanish, and Portuguese, and SMS functionality for Haitian Creole.
This ensures that families from diverse linguistic backgrounds can easily
access vital transportation information. Automated responses now allow
users to get answers to commonly asked questions quickly, significantly
reducing wait times and enabling staff to focus on more complex issues.
This combination of accessibility and efficiency has enhanced satisfaction
for users, ensuring that everyone receives the support they need in their
preferred language.

A key feature of the project is the comprehensive Chatbot Knowledge
Database, which serves as a resource for frequently asked questions.
This database, compiled by Transportation Department staff, includes
essential information including instructions on registering for Transportation
services, finding a school, guidelines for Exceptional Student Education
(ESE) Transportation, and details about district policies and state statutes
related to transportation. By addressing these topics in one accessible
platform, the system empowers families to independently better manage
their transportation needs.

The District’s commitment to continuous improvement ensures the system
remains relevant and effective. Regular updates to the knowledge database,
based on feedback from users, allow the platform to evolve alongside
the community’s needs. Families are encouraged to provide input to help
maintain the accuracy and usefulness of the system.

Behind this success is the hard work and collaboration of the IT Network
team, the Transportation Call Center staff, and the vendor, Avaya. Their efforts
have resulted in a solution that saves time and enhances the overall service
experience for parents, students, and staff. The Avaya Automated Assistant
project demonstrates how technology can revolutionize communication
and ensure critical services are accessible to everyone, offering seamless
support with 24/7 availability.

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