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The Kentucky Transportation Cabinet implemented Amazon Connect, an AI-powered customer service management tool, to reduce its 150% annual staff turnover by nearly two-thirds. The tool also reduced training time for new agents from four weeks to two and gave agents access to 45 information sources to more quickly respond to callers’ requests. The Cabinet also added a self-service chatbot to help residents resolve their problems before needing to make a phone call. The new system has been successful in reducing downtime and improving customer service.
