CLERK OF SUPERIOR COURT - TECHNOLOGY HIGHLIGHTS FOR BOS INFORMAL 2022 OCT.PPTX

The award winning
Division of Technology
& Innovation
Emerging Technology
BOS Informal Meeting | Oct 31, 2022

Leverage Emerging Technology | AI & RPA
Strategic Priority:
Leverage emerging technology to transform service delivery and improve our 
Customer Experience.  Bold, but calculated.
• Artificial Intelligence
• Robotic Process Automation (RPA)
• Business Intelligence | Data Warehouse

Customer Experience (CX) through AI
Vision | Outcomes:
• Natural Language Process 
(NLP)
• Customer Choice
• 24/7/365 availability
• Warm hand off
• Bilingual (Spanish)
• 3,700+ chats per month
Customer 
Experience 
Team
CX Engineers to 
improve Cleo
CX Reps for live 
support leveraging 
Watson KB
Cleo 
(Virtual Assistant)

We got Cleo a cell phone:
•
(…don’t press 1, 2, 3 or listen closely because you don’t have to…)
•
Natural Language Experience
•
Initial Automated support with warm handoff
Intelligent Voice Assistant

Operational Efficiency | Transformation w/ AI
Intelligent Capture & Digital Workforce
Early metrics:
à 129,076 Documents 
à 419,108 pages
OCR and ICR
RPA

Operational Efficiency | Transformation w/ RPA
“Digital Workforce” (RPA)
Benefits/Outcomes
•
24/7/365 Processing
•
Human in the Loop
•
Continuous improvement

Business Intelligence
Data  Insights  Improvement
•
Near real-time insights (nightly refresh)
•
Data Warehouse through Snowflake
•
Employee Performance
•
Management Insights
•
Key Performance Indicators
•
Self-serve Power BI Dashboard

Technologies
Questions…