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Conversational AI in Action: TensorIot

Discover.bot partner, TensorIot, developed a chatbot for Citibot utilizing AWS Alexa to help provide critical government information to local residents in a timely manner.

Conversational AI in Action: TensorIot

61% of U.S. adults look for government info online, but only 11% think the government shares data effectively. Citibot is a company dedicated to using accessible chat communications to build trust between the government and residents. With the COVID-19 Pandemic putting a new weight on Citibot call centers as citizens tried to get information about the virus and unemployment insurance, they needed to increase the flexibility and robustness of their chatbots to account for new query types. That's where TensorIoT came in.

Discover.bot partner, TensorIoT, designs best-in-class products and solutions to connect devices and make them intelligent. They developed a chatbot for Citibot utilizing AWS Alexa to help provide critical government information to local residents in a timely manner.

The Challenge

Citibot wanted to add a general search capability to their chatbots that could leverage relevant FAQ content and recently published data from sources such as the CDC, and federal, state, and local government websites. Another anticipated challenge was ensuring that residents could have fast and reliable access to the most up-to-date information impacting their cities, even without access to the internet.

The Solution

The chatbot search engine leveraged Amazon Lex, a fully managed artificial intelligence (AI) service and Amazon Kendra, an intelligent enterprise search service, to allow communities to stay informed and connected through a simple text. TensorIoT’s chatbot search solution helped local citizens quickly find the answers they needed while reducing wait times by up to 90%. This in turn decreased the volume of interactions handled by city officials and eased uncertainty within communities. As offices closed due to the pandemic, this solution also provided a contactless way for residents without internet access to search for information on government websites at any time through their phones.

Our partner TensorIoT operates with the mission of helping connect devices to make them smarter and use the transformative potential of smart devices to enhance our quality of life. Check out more of their solutions and stay tuned for more case studies highlighting Amazon’s partners on our blog.