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LA County Internal Services Department uses AI to improve its call center

September 11, 2019

Los Angeles County Internal Services Department (LA County ISD) migrated their call center to the Amazon Web Services (AWS) Cloud and saw a 17 percent call volume reduction, shortened wait times from 45-50 minutes to three-and-a-half minutes, and can now collect real-time user sentiment analysis. California’s Los Angeles County provides services ranging from public safety, health and human services, and social services to 10 million residents with a workforce of about 112,000 employees. LA County ISD is the first public agency in southern California to move their call center to a cloud-based contact center using Amazon Connect, Amazon Comprehend, and Amazon QuickSight.

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