Voicebot for the Aargau Road Traffic Authority

The Aargau Road Traffic Authority is responsible for more than 400’000 vehicles registered in the canton. Vehicles include cars, trucks, motorbikes, and boats. Every year, 140’000 new vehicles are registered.


«Essentially, we are asked the same questions over and over on the phone. Much of this can also be done by a VoiceBot.»

Sandro Fanti, Head of Departmental Services and Personnel, Road Traffic Office Canton Aargau

The project

The Aargau Road Traffic Authority receives approx. 300’000 telephone enquiries per year, which it is unable to handle quickly and at any time due to limited resources. Outside of office hours, an answering machine provides only limited information. Reduced availability puts pressure on customer satisfaction, which in turn puts a strain on employees. Therefore, the Road Traffic Authority decided to deploy a voicebot that can handle the most frequent cases and automatically answer 20–25% of the calls, including Swiss German ones.

  • The goal: Customers should receive reliable information 24/7, while the employees in the call center of the Road Traffic Authority are relieved in order to improve both customer satisfaction and the work situation of the employees. 
  • The process: Together with their product partner Spitch, Adnovum combined automatic speech recognition (ASR) with bot technology and trained a voicebot on a variety of questions. The UX team ensured an intuitive flow of dialog. All software components were installed on site at the Road Traffic Authority to ensure data protection.
  • The result: Out of office hours, the voicebot reliably and efficiently answers the most common questions. During office hours, the voicebot helps to relieve call center employees, especially with increased call volume, allowing employees to focus on more complex concerns.

Technologies used:

  • SPitch FreeSwitch
  • SPitch Dialog Composer
  • SPitch NLU Suite

The benefits

Benefits for the Aargau Road Traffic Authority and their customers:

  • The voicebot independently answers 20–25% of telephone inquiries, whether they are made in High German or in Swiss German
  • Customers receive information quickly and reliably 24/7
  • Customers have the opportunity to speak to a call center employee at any time during opening hours if they wish to do so
  • Call center employees are significantly relieved, i.e. instead of answering repetitive questions and appeasing impatient customers, they can focus on callers with more complex concerns
  • Thanks to the relief provided by the voicebot, employees are more satisfied and motivated
  • Thanks to the voicebot, the Road Traffic Authority is able to simultaneously process a higher number of requests

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‹‹Through the automatic processing of customer inquiries, the voicebot considerably relieves the employees who can concentrate on more complex customer concerns.››
Sandro Fanti, Head of Departmental Services and Personnel, Road Traffic Office Canton Aargau

The client

The Aargau Road Traffic Authority is responsible for more than 400’000 vehicles registered in the canton. Vehicles include cars, trucks, motorbikes, and boats. The Road Traffic Authority is the point of contact for all official matters related to vehicles, e.g. the issuance of license plates, vehicle inspections, changes of address or insurance of keepers, taxes and fees. 

 

Links

  • Aargau Road Traffic Authority

    • Learn more

  • VoiceBot at Adnovum

    • Contact us – we are pleased to help!

    Should you have questions or wish to talk to an experienced advisor, contact us – we will be pleased to help.

    Stefan Hediger, Managing Director Public Sector

    Stefan Hediger Managing Director Public Sector

    Mark Bosshard Head of Conversational AI