AI Voice · Citizen Service
Helpline capacity ended at office hours while citizen needs didn't. Peak-hour callers faced long waits, after-hours callers got nothing, and officers spent their day on status-check calls a system could answer.
Applogix deployed a multilingual AI voice agent on the existing helpline number: it answers instantly, registers grievances with structured details, reads back complaint status from the grievance platform, and transfers complex cases to officers with the full conversation context attached.
The helpline became genuinely 24/7. Routine status calls left officers' queues, wait times collapsed, after-hours citizens get served instead of voicemail - and every call produces structured data feeding the corporation's service analytics.
Details are presented at a representative level to respect client confidentiality. Specific references available on request during procurement.
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