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AWS Public Sector United States

Kentucky Transportation Cabinet

Customer Service Automation

The Division of Customer Service under the Department of Vehicle Regulation in KYTC is the sole point of contact for all incoming customers with questions and issues to resolve.

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By using Connect Customer , a service with capabilities to set up a contact center in minutes that can scale to support millions of customers, KYTC improved its customer...
How KYTC Transformed the State's Customer Experience for 4.1 Million Drivers Using Amazon Connect Customer The Kentucky Transportation Cabinet (KYTC) modernized its contact center...
KYTC has reduced employee training time by 2 weeks, reduced customer hold and wait times, and improved customer experience by adding several new features to its contact center...
Key Outcomes weeks to modernize its contact center solution 6 weeks employee training time reduced from 4 weeks 2 chatbot interactions per month 900,000 minutes for average call...

Reported impact

Business outcome

KYTC plans to continue innovating its contact center solution using AWS and features of Connect Customer. The agency is working alongside the AWS team to discover new and current features that fit its use case and enhance its contact center service for its customers.

  • Cost Reduction
  • Customer Experience
  • Productivity Improvement

Solution

The agency serves 4.1 million drivers in Kentucky, providing customer service for vehicle licensing and taxes. KYTC's previous solution had downtime during peak call times and required expensive third-party assistance. The agency now provides new chatbot features using Connect Customer and improved customer call experience using Connect Customer Wisdom and Connect Customer Cases. KYTC has reduced employee training time by 2 weeks, reduced customer hold and wait times, and improved customer experience by adding several new features to its contact center solution. The Kentucky Transportation Cabinet (KYTC) needed to modernize its contact center solution to better serve the 4.1 million drivers in Kentucky.

Solution architecture

3 components · 1 layer
  1. Serving
    • Amazon Connect Handles omnichannel interactions for the customer and agent support workflows.
    • Amazon Connect Wisdom Surfaces recommendations to agents inside the customer and agent support workflows.
    • Amazon Connect Cases Manages case records generated by the customer and agent support workflows.

Architecture clues

  • "Our new chatbot feature is a big enhancement for customers as well.
  • By using Connect Customer, KYTC added a chatbot functionality for customers to self-service their issues before needing to call in.
  • KYTC now has more insight into the analytics of its customer calls and chats using Conversational Analytics , offering near-real-time conversational analytics and quality management powered by ML.
  • The agency has an average of 900,000 chatbot interactions a month, and of those, only around 1,000 end up needing to be passed to a representative.
  • Whenever customers call in to KYTC, if their questions cannot be answered by the chatbot, they start with a tier-one agent.

Evidence from the source

By using Connect Customer , a service with capabilities to set up a contact center in minutes that can scale to support millions of customers, KYTC improved its customer experience and reduced employee training time in 6 weeks.
KYTC has reduced employee training time by 2 weeks, reduced customer hold and wait times, and improved customer experience by adding several new features to its contact center solution.
The Kentucky Transportation Cabinet (KYTC) needed to modernize its contact center solution to better serve the 4.1 million drivers in Kentucky.
The agency now provides new chatbot features using Connect Customer and improved customer call experience using Connect Customer Wisdom and Connect Customer Cases.
The agency serves 4.1 million drivers in Kentucky, providing customer service for vehicle licensing and taxes.
Therefore, KYTC chose to use Amazon Web Services (AWS) to gain stability and innovate a succesful solution.
Transparency Evidence & methodology 86/100 reference value · 85% confidence · 1 source

Review how this reference was scored and trace each normalized claim back to its documented source.

01

Scoring methodology

How scores are calculated

Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.

Customer reference value86/100
  • Problem clarity20/20
    Measures whether the customer's operational problem is specific enough to compare.
  • Implementation depth15/25
    Rewards named components, data flow, integrations, and architecture detail.
  • Outcome specificity16/20
    Measures whether the reported benefit is concrete rather than a generic claim.
  • Quantified impact25/25
    2 metrics describe measurable impact.
  • Deployment scale10/10
    Rewards evidence of a live or scaled deployment and meaningful integration scope.
Evidence confidence85%
  • Source authority20/25
    The main evidence is an official vendor-published customer story.
  • Claim traceability21/25
    10 of 12 key fields link to a named source.
  • Direct evidence20/20
    6 direct source quotes retained.
  • Date provenance8/10
    The publication date comes from publisher-controlled metadata.
  • Source transparency8/10
    1 source reference document publisher, URL, authority, retrieval, and supported fields.
  • Implementation specificity8/10
    Rewards source-backed components, data flow, quantified impact, and a specific outcome.
02

Traceability

Sources & provenance

Field coverage shows which facts each source supports. Dates are shown only when documented by the source.

  1. AWS

    Kentucky Transportation Cabinet customer story

    First-party
    https://aws.amazon.com/solutions/case-studies/kentucky-transportation-case-study/
    Source type
    Vendor-published customer story
    Published
    Jun 22, 2023
    Supports
    • Customer
    • Business problem
    • Solution
    • Products
    • Solution components
    • Data flow
    • Integrations
    • technical area
    • use case category
    • Business outcome
    • outcome category
    • Metrics
    • Architecture
    • evidence quotes
    • Publication date

Date evidence

Not separately sourced Industry, Region, Company size. Treat these normalized attributes as lower-confidence until a dedicated source is added.

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