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Case Study

Meet "AVA": The State of Tennessee's virtual agent

The State of Tennessee leveraged intelligent automation to address the surge in family assistance requests, improving the citizen experience.

Call for change

When tech meets human ingenuity

To provide a seamless, end-to-end conversational experience, the AI-powered chatbot technology uses natural language understanding to address common queries and service requests.

A valuable difference

Since its launch in June 2020, AVA has handled nearly 375,000 conversations and over a million messages across multiple channels.

Meet the team

Elizabeth Wright

Managing Director – Public Service, Client Account Lead, North America

Tami Waggoner

Managing Director – Strategy & Consulting, Customer Sales and Service, North America

Eyal Darmon

Managing Director – Strategy & Consulting, Public Service

Avik Batra

Senior Manager - Strategy & Consulting, Customer, Sales & Service
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