Case Study
The Commonwealth of Massachusetts partners with NeuroSoph Inc. to implement its Specto AI Platform and deploy an intelligent AI chatbot that provides secure and accurate COVID-19 information and services to its constituents.
The Executive Office of Technology Services and Security (EOTSS) is the state’s leading agency for technology and innovation. EOTSS’s mission is to provide secure and high quality digital information, services, and tools to constituents and service providers when and where they need them.
Industry
Location
Number of Employees
Over 2.5 million chatbot clicks
Over 250K chatbot messages
Over 92% of chatbot messages meeting the needs of visitors
The COVID-19 pandemic presented significant uncertainty and challenges across the world. It accelerated changes across organizations and strongly impacted the daily lives of many citizens. In a time where information is widely available (both accurate and inaccurate), citizens were looking for information and assistance from official channels to help guide them through this period of uncertainty. As a result, mass.gov experienced significant spike in traffic and its 2-1-1 hotline – for non-emergency assistance – was overwhelmed with an influx of calls and questions about vaccines and COVID-19.
The Commonwealth of Massachusetts and EOTSS partnered with NeuroSoph to install and configure the Specto AI (artificial intelligence) platform. NeuroSoph’s cutting-edge Specto AI platform builds secure and enterprise-ready conversational AI chatbots. Furthermore, these intelligent AI chatbots are trained on industry-specific data to enable them to understand the nuances of each industry. Using Specto, a highly scalable and fault tolerant intelligent conversational AI chatbot solution was deployed on mass.gov.
Using a 5-stage iterative process with EOTTS, NeuroSoph successfully implemented the Specto AI platform and launched a conversational AI COVID-19 chatbot that provides frequently asked questions (FAQs) and important information about COVID-19 and vaccines to the constituents of the Commonwealth of Massachusetts.
Citizens need and expect information as quickly as possible to make decisions and move on with their day. NeuroSoph’s Specto conversational AI chatbot is used to augment citizen interactions at scale. The Specto AI COVID-19 chatbot delivers a conversational experience, answers frequently asked COVID-19 vaccination questions, is accessible to all (508 compliant) – 24/7, 365 days – and collects valuable customer insights.
EOTSS’ partnership with NeuroSoph leverages their Specto AI platform to build intelligent conversational chatbots that expands engagement channels, provides better customer experience, and increases the customers return on investment (ROI), as well as return on data (ROD). Moreover, with the success of the COVID-19 chatbot on mass.gov, EOTSS is looking forward to continuing its strong partnership with NeuroSoph. Leveraging the Specto AI platform, they plan to implement additional intelligent chatbots with expanded functionalities into other areas of mass.gov.
The Commonwealth of Massachusetts and EOTSS partners with NeuroSoph to build intelligent Specto AI Chatbots that expands engagement channels, provides better resident accessibility, and superior experiences and convenience.
Talk to NeuroSoph and we can help enhance customer convenience within your organization. We encourage you to reach out so we can discover how we can work together to optimize customer experiences to provide unparalleled convenience and service.
