Migrating Oklahomas chat bot for more efficient IT support
Summary
LGS Solutions was part of this innovation process for the State of Oklahoma, creating a responsive chat bot that streamlines IT support for remote workers. With the Oracle Gen 2 Cloud now in place, state employees can find answers to frequently asked questions without waiting on hold for a live support representative. Phone lines often get bogged down with simple support requests, like password resets or basic software issues. Training the chat bot to respond to actual questions The new digital assistant had a good foundation, but it needed modifications to truly serve its purpose. We had to teach it what certain abbreviations, acronyms, keywords, phrases, speech styles, and slang terms meant so it could point users down the appropriate path.
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