Summary
DVLA:
- ran the project to launch the chatbot from April 2018 to June 2019
- had a team which started with 2 chatbot administrator members and increased to 4
- had a separate team that managed Webchat Salesforce
- used the Salesforce Einstein Chatbot and Live Agent tools
Objectives
As this project was part of a pilot, the team shared their objectives with Salesforce. The team wanted to:
- identify whether chatbots would be an effective use of money and time in DVLA
- reduce the average handling time and increase webchat handling efficiency
- use natural language processing (NLP) chatbots to automate the response to customer enquiries that did not require driving record access
- provide a better service for users
The department
The DVLA is an executive agency, sponsored by the Department for Transport. The DVLA contact centre is the largest single site contact centre in government with over 1,200 staff.
The organisation holds 80 million driver and vehicle records. In a typical month they answer over:
- 1.1 million telephone calls
- 100,000 webchat enquiries
- 3,000 social
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