As a public entity, it is always important that we look for ways to optimize our services from cost savings, availability of services, and employee satisfaction. At the City and County of Denver, we have embraced new automation technologies to maintain services and increase efficiency during the unprecedented challenges that we are facing. We see Gen AI as an essential addition to our Automation Center of Excellence that is focused on enabling our workforce to focus on meaningful work and not redundant transactional tasks. We have invested in Aisera to realize this vision and are currently working toward a successful implementation.
Sean Greer
IT Director – Service Delivery
Solution
Employee Experience
AiseraGPT
AI Workflow Automation
Use Case
Self-Service in Microsoft Teams & Webchat
Live Agent Assistance with Amazon Connect
Automated Software & Account Troubleshooting
Proven Results
79K
User Hours Saved
81%
Auto-Resolution Rate
85%
Increased Employee Satisfaction
The City of Denver Drives Innovation in Self-Service
and Digital Transformation with AiseraGPT
Nestled at the base of the Colorado Rocky Mountains, Denver is the capital city of Colorado and is known for its architecture, numerous ski resorts, and more. With a focus on optimizing their services from cost savings, availability of services, and employee satisfaction, the city of Denver decided to leverage Generative AI to address common IT requests from their employees and automate repetitive service desk tasks.
Using AiseraGPT, the city was able to deliver lightning-fast self-service to their employees. Their bot, nicknamed “Ask Dee”, uses Domain-Specific LLMs to provide automatic resolution of requests such as software provisioning, account troubleshooting, hardware troubleshooting, and more. With an auto-resolution rate of 81%, the city has transformed its IT support operations and continues to set the standard for government operations.
