United StatesPublic sector2022 – ongoingOklahoma Bureau of Narcotics
Alli chatbot for registrant questions
Oklahoma Bureau of Narcotics added an AI chatbot as registrant questions increased
Problem
Medical marijuana licensing increased the number of registrants contacting the agency. Callers seeking registration answers faced transfers and long waits.
Approach
The bureau introduced Allganize's Alli on its registrant website after evaluating alternatives. Staff maintained the knowledge sets used by the chatbot. The bureau also introduced an automated telephone queue.
Results
No published figures
Takeaway
The agency reported fewer calls after introducing both systems. It did not isolate how much of the change came from the chatbot.
Categories
- Size
- Small business
- Industry
- Public sector
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
An agency official described Alli's deployment and staff maintenance of its knowledge sets. He attributed lower call volumes to the chatbot together with a new telephone system, without providing a measured chatbot-only reduction.
Full details are in the original sources.