Interminably long wait for phones to be answered ends soon, vows NY Consulate
New York, USA — Long-suffering Jamaicans needing to contact the consulate in New York have been assured that the interminable wait for phones to be answered will soon be at an end, as the agency moves to ramp up overall service delivery.
Of the over 2.2 million calls received by the consulate during fiscal year 2023-2024, only about 54,000 were answered, Community Relations Officer Christopher Benjamin acknowledged in response to a Jamaica Observer query.
“This significant gap has created the perception among callers that their calls are being ignored. It not only frustrates customers, but also diverts the consular staff from their core duties,” said Benjamin.
To improve service delivery, the consulate had recently doubled the number of customer service representatives, enabling the team to handle an increased daily client load of between 150 and 230, from the previous 60 to 90.
More appointment slots have been added to accommodate the growing demand for service which has helped to reduce waiting time and improve service delivery to Jamaicans in 33 of the 50 US states, as well as Puerto Rico and Bermuda.
Benjamin said that a new AI-powered virtual assistant (JACOB) is being developed and now in the prototype stage to handle basic consular queries.
“Initially, JACOB will address questions related to services
available on line, with future plans to integrate the system into the telephone network to assist with call handling,” he said, noting that the foreign ministry was moving towards full implementation in short order.
Benjamin was also at pains to assure that “the AI system is designed to operate in a closed environment, to ensure that client data is not shared online”, and that Consul General Alsion Wilson is exploring other systems and processes to enhance client service and operational efficiency.
A demonstration of the new system was undertaken during the recent town hall meeting in The Bronx which was attended by Prime Minister Dr Andrew Holness and Foreign Minister Kamina Johnson Smith.
Response from some within the Jamaican community have been positive so far, with Ronnie Hammick, president of the Ex-Correctional Officers Association of Jamaica, welcoming the improvements.
Carlene McIntosh, a hospital employee who has encountered difficulties with accessing telephone service at the consulate, said she is happy that the long-awaited improvements are being undertaken.
