Automate citizen services with AI
Benefits and use cases for public entities
Automate citizen services, reduce wait times, and improve the experience without losing control or traceability. Artificial Intelligence as an ally to handle demand, guide procedures, and strengthen public management.
The main challenges in citizen services today
These problems are common in many public institutions
Overcrowded service desks and call centers during peak demand
Inconsistent responses across web, WhatsApp, phone, and in-person service
Complex procedures that create confusion among citizens
Manual and repetitive referrals between departments
Limited traceability to measure performance and improvement opportunities
High demand + limited capacity = waiting and citizen frustration
The solution: automate citizen services with AI
Artificial intelligence enables the automation of frequent inquiries, guides citizens through their procedures, and routes complex cases to human teams.
- 24/7 citizen service
- Less congestion at service desks and call centers
- Automatic guidance for procedures
- Better traceability and management control
Practical Capabilities
Conversational Assistant
24/7 service- Clear and guided responses
- FAQs and step-by-step guidance
Smart Search
- Consult regulations and requirements
- Document summaries
- Responses with verifiable sources
Classification and Routing
- Automatic identification of topic and urgency level
- PQR submission and case creation
- Assignment to the correct department from the first contact
Demand Analytics
- Trend identification
- Frequent contact reasons
- Actionable insights to improve processes
Benefits for citizens
Better experience, easy access, faster responses, and greater transparency in every interaction.
24/7 Availability Service outside business hours and reduced reliance on physical counters.
Consistent Responses Aligned with regulations and delivered in clear language.
Accessibility and Inclusion Multichannel service adapted to different needs.
Less Waiting, Fewer Steps Self-service for simple inquiries.
Tracking and Transparency Real-time case status updates.
Privacy and Security Access controls and full audit trail.
Benefits for the organization and its teams
Operational Efficiency
- Reduced repetitive workload
- More time for complex cases and empathetic service
Improved Management
- Correct routing from the first contact
- Fewer interdepartmental transfers and better SLA compliance
Data-Driven Decisions
- Demand peak analysis
- Identification of leakage points
- Continuous process improvement
Quality, Security and Compliance
- Responses based on official knowledge
- Full traceability and auditing
- Effective risk management
Priority Use Cases
Ideal options for an 8 to 12-week pilot with measurable impact.
| Use Case | What does the AI do? | Expected Outcome |
|---|---|---|
| FAQ Assistant | Answers frequently asked questions | Fewer calls and visits |
| Procedure Guide | Explains steps and requirements | Fewer rejections due to errors |
| Case Status Tracking | Checks real-time progress | Greater transparency |
| Smart Routing | Classifies and routes tickets | Fewer transfers |
| Front Desk Triage | Pre-fills forms | Faster service |
| Internal Assistant | Supports staff | Consistency and training support |
Impact Measurement Indicators
Typical results observed:
+40%
Reduction in repetitive inquiries
+60%
Improvement in correct ticket routing
+85%
Citizen satisfaction
24/7
Continuous availability
(Estimated results depending on implementation and volume)
Key Metrics to Monitor
Average response time- Automated resolution rate
- NPS and CSAT
- Team operational workload
- Routing accuracy
- Full traceability for auditing
AI assists. The institution decides and responds.
Technology enhances capabilities, but final responsibility and critical decision-making always remain in the hands of the human team and the public institution.
Would you like to evaluate a pilot in your organization?
Schedule a conversation to identify use cases, estimate impact, and define a progressive and secure implementation plan.