Customer & public engagement
Service Inquiry Assistant
Answer common service questions instantly — free staff for cases that need a human.
The problem
Front desks and call lines were flooded with repetitive questions about services, eligibility, and procedures. Staff spent hours giving the same answers while complex cases waited in queue.
What it does
A conversational assistant that handles frequent service inquiries, guides users to the right information, and escalates to staff when a question needs personal judgment — extending coverage without adding headcount.
What changed
- Instant responses to high-volume routine questions
- Staff time redirected to complex or sensitive cases
- Consistent answers aligned to approved guidance
- Extended hours of first-line help online