About the Customer
Albuquerque is a city in the U.S. state of New Mexico and the 32nd-most populous city in the United States, with a census-estimatedCensus-estimated58,545 in 2017. Albuquerque is the principal city of the Albuquerque metropolitan area which has 910,726 residents as of July 2017.
Scope and Challenges
The City of Albuquerque supports more than 900,000 citizens. To improve efficiency and provide its citizens with the best possible service, The City of Albuquerque selected Oracle Service Cloud to support its 311 services. With Oracle Service Cloud, The City of Albuquerque has been able to implement a new conversational interface that allows residents to ask the Alexa voice-activated system to help with a range of requests from finding a lost pet to scheduling a large package pickup, removing graffiti, getting rid of litter or reporting an abandoned car.
Outcome and Implications
This service allows The City of Albuquerque to offer it's residents innovative channels to engage with their city government.
Alexa’s conversational user interface is convenient for the community and it helps to make the most effective and efficient use of 311 resources.
|Vendor||Old Product||New Product||Function||Market||Users||VAR/SI||When||Live|
|Oracle||Legacy Applications||Oracle Service Cloud (ex RightNow)||Customer Experience Platform||CRM||n/a||n/a||2018||2019|
|First Name||Last Name||Title||Phone|
|Subscribe||Subscribe||Director of Innovation & Marketing||Subscribe||Subscribe|
|Subscribe||Subscribe||311 Operations Manager||Subscribe||Subscribe|