{"id":34983,"date":"2019-08-15T09:00:12","date_gmt":"2019-08-15T16:00:12","guid":{"rendered":"https:\/\/www.microsoft.com\/industry\/blog\/?p=34983"},"modified":"2023-05-31T16:31:14","modified_gmt":"2023-05-31T23:31:14","slug":"eureka-chatbot-helps-california-stay-open-for-business","status":"publish","type":"post","link":"https:\/\/www.microsoft.com\/en-us\/industry\/blog\/government\/2019\/08\/15\/eureka-chatbot-helps-california-stay-open-for-business\/","title":{"rendered":"Eureka chatbot helps California stay open for business"},"content":{"rendered":"<p><iframe loading=\"lazy\" title=\"Video Player\" src=\"https:\/\/www.microsoft.com\/en-us\/videoplayer\/embed\/RE3wOJU\" class=\"c-video\" frameborder=\"0\" width=\"960\" height=\"540\" allowfullscreen=\"true\"><\/iframe><\/p>\n<p>For California businesses, there\u2019s an \u201calways open\u201d sign at the <a href=\"https:\/\/www.sos.ca.gov\/\">Secretary of State\u2019s Office<\/a>. It comes in the form of a new online search assistant called <a href=\"https:\/\/www.youtube.com\/watch?v=YxUPIu7PL14\">Eureka<\/a>, which answers commonly asked questions, around the clock.<\/p>\n<p>\u201cEureka is our chatbot,\u201d said Betsy Bogart, chief of the Business Programs Division. \u201cUsing artificial intelligence, it is an easy way for our customers to get information about business entities and trademarks.\u201d<\/p>\n<p>With more than 500,000 customers asking questions on those topics in 2018, the smart search assistant is helping users navigate the Secretary of State\u2019s website to quickly and easily obtain the information they need. It\u2019s also part of <a href=\"https:\/\/www.sos.ca.gov\/administration\/about-alex-padilla\/\">Secretary of State Alex Padilla\u2019s<\/a> Digital Initiative to modernize and digitize the agency and make it easier to do business in California.<\/p>\n<p>\u201cThe goal is to have multiple avenues where customers\u2014business owners, entrepreneurs, professionals\u2014can get information related to business entities and trademarks online, 24\/7,\u201d Bogart added.<\/p>\n<p>Powered by <a href=\"https:\/\/azure.microsoft.com\/en-us\/\">Microsoft Azure<\/a>, <a href=\"https:\/\/www.microsoft.com\/en-us\/ai\">artificial intelligence<\/a> and <a href=\"https:\/\/azure.microsoft.com\/en-us\/services\/cognitive-services\/\">Cognitive Services<\/a> <a href=\"https:\/\/dev.botframework.com\/\">Bot Framework<\/a>, Eureka was launched in a matter of days, said CIO Rita Gass and has been honored with:<\/p>\n<ul>\n<li>A <a href=\"https:\/\/www.iaca.org\/about-iaca\/merit-awards\/\">2019 International Association of Commercial Administrators Merit Award<\/a> for innovation<\/li>\n<li>The <a href=\"https:\/\/www.sos.ca.gov\/administration\/news-releases-and-advisories\/2018-news-releases-and-advisories\/secretary-states-eureka-chatbot-awarded-best-california-award-center-digital-media\/\">2018 Best of California Award for \u201cBest Application Serving the Public,\u201d<\/a> from the <a href=\"https:\/\/www.govtech.com\/cdg\/\">Center for Digital Government<\/a>.<\/li>\n<\/ul>\n<p>The innovative chatbot enables customers to ask questions, such as \u201cHow do I get a copy of a filed document?\u201d and access the most relevant, useful information. Since launch, Eureka has answered more than 77,000 inquiries.<\/p>\n<p>\u201cAs Eureka is asked questions, Eureka gets smarter each time,\u201d Bogart explained. \u201cThe Microsoft tool makes it very easy for our staff to help Eureka get smarter as we go.\u201d<\/p>\n<p>Gass noted that Eureka is part of the Secretary of State\u2019s Office commitment to modernize and create efficiencies when providing citizen services, adding the organization is the first state-level department or agency to use AI and the Bot Framework. The chatbot\u2019s automated responses to routine queries about business registration help:<\/p>\n<ul>\n<li>Shorten time-to-information for the public seeking answers.<\/li>\n<li>Increase staff productivity by allowing them to focus on more complex queries instead of manually answering routine questions.<\/li>\n<li>Reduce time to develop and roll out new digital tools and services to fulfill its responsibilities to citizens.<\/li>\n<\/ul>\n<p>With Eureka fully deployed, handling many routine requests and fulfilling the Secretary of State\u2019s Office biggest challenge of quickly and securely supporting customer information requirements, the staff is now looking into expanding the chatbot to accommodate more languages and offer archival and elections information.<\/p>\n<p>\u201cInstead of customers having to go the old-school route, they actually can just use the resources available to them at home and get the information faster,\u201d said Shannon Delgado, manager, Business Programs Division. \u201cDeveloping Eureka was a very positive experience, knowing that Eureka would help make it easier to do business in California.<\/p>\n<p>\u201cWithout having an IT background, I found the Microsoft <a href=\"https:\/\/azure.microsoft.com\/en-us\/services\/cognitive-services\/qna-maker\/\">QnA Maker<\/a> very easy to use, with minimal training,\u201d Delgado continued. She explained that Eureka was selected as the name because it\u2019s part of California\u2019s state motto and was used during the historic gold rush to mean, \u201cI have found it.\u201d \u201cSo, our hope is that customers will use Eureka and find the answer they are seeking.\u201d<\/p>\n<p>You can find out more about <a href=\"https:\/\/www.youtube.com\/watch?v=wGjTE9d7mBM\">Eureka in this short video<\/a> and gain insights into <a href=\"https:\/\/info.microsoft.com\/ww-landing-AI-in-Government-Playlist.html?lcid=en-us\">the future of AI technology in government here<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>A new cloud and AI-driven chatbot called Eureka is answering commonly asked questions about business registration and compliance 24\/7.<\/p>\n","protected":false},"author":415,"featured_media":35580,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"ep_exclude_from_search":false,"_classifai_error":"","footnotes":""},"categories":[1515],"post_tag":[],"content-type":[1492],"coauthors":[2512],"class_list":["post-34983","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-government","content-type-news-and-announcements"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Eureka chatbot helps California stay open for business - Microsoft Industry Blogs<\/title>\n<meta name=\"description\" content=\"A new cloud and AI-driven chatbot called Eureka is answering commonly asked questions about business registration and compliance 24\/7.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, 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