streamWrite Blog

News, events and useful information

Assistance for Customers Impacted by Coronavirus

Organizations and enterprises of all types and sizes continue to monitor coronavirus, and are determining ways to minimize risk and contain the spread of new cases.  Whether it's schools shifting to online classes, factory closures, or work-for-home options made possible via collaboration and communications technologies, this is an unprecedented moment. It quite possibly will re-shape the ways organizations operate, or at least how they respond to future pandemics. 

At ATI-streamWrite we want to do our part to help.  Portals/IVR customers, remember you have an emergency message that can be used for the very purpose of notifying inbound callers of operations changes.  When recording an emergency message and turning it on, it is the first thing callers will hear.  Here is an example of an emergency message a Court might employ for jurors calling in regarding jury service.  "You have reached Gotham Superior Court.  If you are summoned for jury service and are experiencing any acute respiratory illness symptoms such as cough, shortness of breath, headaches, flu-like symptoms, have a fever, or are coughing or sneezing, please do not report for jury service.  Instead, request a postponement using our automated system, or contact the Jury Office to reschedule your service to a later date." 

Portals Communications may be a valuable tool that can be used to conduct outreach to notify customers of important updates.   

For existing customers using VCourt for remote appearances that need to expand capacity, a conference burst agreement is a fast way to accommodate your needs.  We can very quickly provision new customers of any type for conferencing capabilities or Portals Communications.  Please contact the support desk or your account manager at 800-333-8394 and we will do our best to assist.

New Law Re: Robocalls, the TRACED Act signed into law....

The Senate has passed the TRACED Act (Telephone Robocall Abuse Criminal Enforcement and Deterrence) requiring telephone carriers to update technologies and practices around robocalling.

FCC enforcement provisions of the act include:

  • Extension to the statute of limitations from one to four years for robocall violations
  • Penalties of up to $10,000 per call (yes you read that right)
  • An inter-agency task force between the FTC, Department of Justice, State Dept, Homeland Security, Consumer Financial Protection Bureau and State Attorneys General
  • Requires implementation of STIR/SHAKEN technology to prevent call spoofing

The President signed the act into law December 30th 2019 with wide bi-partisan support.

What Exactly is a Chatbot, and Why Should I Care?

Across many industries, Artificial Intelligence is changing the way people access information, and redefining the way organizations and enterprises service their customers.  An effectively implemented chatbot will provide an improved customer experience and make employees happier, too.  

What exactly is a chatbot?  Simply put, a chatbot is artificial intelligence software that can simulate a conversation through multiple communication methods, including phone, websites, and messaging applications. 

Chatbots must be able to correctly analyze the understand request from the user, identify the intent, and then extract data and compose a reply.  Some examples include:

  • a generic, pre-defined response (“Hello, How can I help you today?”) 
  • information retrieved from a knowledge base ("Our office hours are Monday-Friday 9 am to 5 pm")
  • a response based on data the user has provided (“You are excused from jury service next week”)
  • a disambiguating question that helps to better understand what the user is requesting. ("Are you looking for the address for North County or South County?")

So why should you care?  When effectively implemented, Chatbots are an opportunity improve an organization in a number of areas: 

  • Streamline interactions 
  • Improve customer experience
  • Improve operational efficiency 
  • Improve employee satisfaction by removing mundane tasks and providing more meaningful assistance.   

Does this mean that chatbots will replace customer service personnel?  No - chatbots are intended to supplement the service that live agents provide, to reduce mundane tasks and provide convenience.  There are times when customer service representatives are essential to resolving needs.  

With over 25 years of experience in self-service automation, contact center solutions, and focus on state and local government, ATI can be a valuable part of your organization's digital transformation strategy.  Contact us today to learn more at sales@ati-connect.com 

 

 

 

CTC New Orleans 2019

The ATI Connect and streamWrite team is all set for this year’s CTC show, if you want to learn more about our court automation solutions come by and meet with us at booth #538. We will be discussing our latest offerings and how we've been able to streamline line processes for our customers.

When you stop by please make sure to ask about our new Portals bot technology, we are very excited to show everyone how the courts can leverage the latest social media apps (e.g. Facebook messenger, WhatsApp, etc.) to better connect people to justice.

CTC allows you to connect with some of the 1,500+ court professionals attending the New Orleans conference. It’s a unique opportunity to meet with peers, partners, and court leaders and share what works, what hasn’t, and what is happening next in the justice field.