Sydney 8 June, 2023 – Soprano Design, a global leader in enterprise communications that unleashes the power of communication for large corporations and government organisations, is launching an integration between its Ubisend product and Amazon Alexa. From today, residents of Breckland Council in the UK will be able to use their Amazon Alexa devices to chat with the council. Residents will be able to ask their Amazon Alexa device a question directed at the council, such as “When will the bin be collected?”, and receive a voice response. Use of this new feature will be limited to Breckland Council residents.
The integration is part of a project between Breckland Council and Ubisend, a product of Soprano. Since the start of the project, Breckland Council has been using Soprano’s conversational AI solution, Bobbie, an on-site chatbot.
With just over 300 staff, the council in Norfolk, UK, supports a population of more than 140,000 people and receives more than 9,000 enquiries a month. Enquiries come in via live chat, phone and email and cover a wide range of topics, from paying bills to ordering new bins and reporting crime. With only a few agents available for live chat and email, responding to enquiries in a timely manner was a real challenge.
Since its implementation, the conversational AI solution Bobbie has been able to answer 80% of customer queries, with only 20% having to be moved to live chat, freeing up 80% of Breckland Council’s live chat support staff’s time.
With the integration of Amazon Alexa, Breckland Council residents will have the same high level of access to Bobbie, but with the convenience of chatting with an Amazon Alexa device.
“Soprano works with energy, passion and commitment to understand Breckland Council’s unique communications needs and create solutions that help them unleash their full communication potential. We’re delighted that Breckland Council has achieved great results with our on-site chatbot Bobbie, freeing up a huge amount of time for live chat support agents to focus on more complex tasks. With the integration of Amazon Alexa, we look forward to taking these results to the next level.”
Dr Richard Favero, CEO and Chairman of Soprano.
About Soprano
Soprano Design is a global leader in enterprise communications, unleashing the power of communication for large corporations and government organisations. Headquartered in Sydney, Australia, Soprano brings nearly 30 years of experience to more than 7,400 enterprise and government customers globally. Soprano’s flagship product, Soprano Connect, is an award-winning digital communications platform that helps customers integrate conversational AI, email, SMS, voice, IP messaging, and social channels such as WhatsApp and Google Business Messages into a seamless and secure business messaging experience. Visit www.sopranodesign.com for more information.
Media Contact
Max Kalkhof, Senior Communications Manager: max.kalkhof@www.sopranodesign.com