Success story: Safe Travels

Safe Travels

The State of Hawaii’s Office of Enterprise Technology Services and eWorld Enterprise Solutions collaborated to integrate a multi-layered approach using voice and chatbots.

The Problem

After an abrupt halt of travelers (due to COVID-19), it was time for Hawaii to welcome visitors again. In an effort to do so safely, a pre-travel testing program was established but with it, a few challenges arose.

    • The call center that accepted travel-related questions was unable to keep up with the volume of calls.
    • The call center was only available during typical work hours (8 am – 4 pm).
    • The cost to maintain the call center was very high — $300k a month.
    • With such a limited bandwidth, agents were only able to check-in on 10% of travelers to ensure they were quarantining properly.

The Solution

The State of Hawaii’s Office of Enterprise Technology Services quickly developed the Safe Travels Digital Platform. The platform provided a simple way for travelers to store necessary details such as their arrival date, departure date, quarantine status, and more. The platform also incorporated a voice and chatbot to make it easy to use.

The Result

The Safe Travels Digital Platform added significant ease to Hawaii’s pre-travel testing program.

    • After seeing a decrease in call volume, call center agents were then able to contact every traveler (at least once a day) to ensure they were quarantining — a 100% follow up.
    • The platform was multilingual and could easily be used by those who spoke different languages.
    • Agents from the initial call center were shifted to a second call center that would only field questions that the bots were not able to assist with.

~45%

calls were deflected by chatbot

24/7

assistance to travelers

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