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VIRTUAL AGENT

The Avaya Automated Assistant Project successfully concluded its pilot
phase in summer 2024. Incoming Transportation calls will include speech
recognition support for English, Spanish, and Portuguese languages as well
as SMS functionality for the Haitian Creole language. For the upcoming 2024-
2025 school year, the Avaya Electronic Agent has been integrated into our
existing Avaya Call Center application for the Transportation Customer Service
Call Center.

The Avaya Self-Serve solution offers callers rapid access to important
information without having to contact the Transportation Call Center agents.
Parents and students can manage their experiences independently and
conveniently, allowing staff to concentrate on more complex issues. Automated
responses provide users with shorter wait times and faster resolutions. In
addition, multilingual support ensures that a wider range of customers can
access information in their preferred language, enhancing overall satisfaction.
In addition to the numerous enhancements provided by this feature, a
comprehensive Chatbot Knowledge Database has been created that contains
information on:

• Register Your Ride
• Transportation Frequently Asked Questions (FAQs)
• Find My School
• Exceptional Student Education (ESE) Transportation
• Choice Zone Transportation
• Transportation State Statutes
• District Transportation Policies

As a result, students and parents will benefit from this enhancement as the
District strives to provide the best possible support environment. The Avaya
Automated Assistant will enhance the ongoing operations of the Transportation
Call Center.
The process of improving the Knowledge Database will continue as regular
reviews and updates based on feedback from parents, students, and staff are
conducted. Additionally, the ongoing monitoring of FAQs and emerging issues to
ensure the database remains relevant and comprehensive are a priority. Users
are encouraged to provide input and suggestions, which will be invaluable in
maintaining the accuracy and usefulness of the information provided by the
system.

The IT Network team and Transportation Call Center staff, in partnership with
Avaya, have worked tirelessly for many months to ensure the solution was a
success, and should be commended on their efforts - great job, team!
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