AI customer service for municipalities and the public sector

The challenge: High volumes and limited resources

Municipalities and public agencies face a unique challenge: they must serve all residents with limited capacity. Service centers receive thousands of inquiries about everything from waste collection and kindergarten places to building permits and healthcare. Many of these inquiries are routine questions that tie up valuable time.

The result is often long phone queues, frustrated residents, and employees who don’t have time for the complex cases that truly require their expertise.

The solution: AI voice agent as the first line of support

Our AI voice agent serves as a 24/7 first line of support for the municipality. Residents receive immediate help with the most common inquiries, while employees are freed up to handle cases that require human judgment and discretion.

What can the agent handle?

General information and guidance

• Opening hours and contact information for municipal services
• Guidance on which department handles different matters
• Information about deadlines and application processes
• Answers to common questions about municipal services

Waste management and garbage

• Collection schedule and pickup day for garbage
• Ordering extra collection or containers
• Information about recycling stations
• Report missed collection

Kindergarten and school

• Status of kindergarten application
• Information about after-school program (SFO) and registration
• School calendar and holidays
• Contact information for schools and kindergartens

Health and care

• Information about home care services
• Guidance on applying for health and care services
• Contact information for the health clinic and emergency room
• General information about services for the elderly

Planning and building

• Status of building applications
• Information about zoning plans
• Guidance on application processes
• Booking a preliminary conference

Tax and finance

• Information about municipal fees
• Invoice status and payment information
• Guidance on payment arrangements
• Property tax and fees

How it works in practice

Incoming inquiries

1. Citizen calls – The agent answers immediately with a friendly, natural voice
2. Identification of needs – The agent understands what the resident needs help with
3. Information or action – The agent provides answers or performs lookups in the municipality's systems
4. Resolution or forwarding – The resident receives help, or is connected to the right department
5. Documentation – The inquiry is automatically logged for statistics and follow-up

Proactive communication

The agent can also be used for outbound communication:

• Reminders – Notify about deadlines for applications or payments
• Information campaigns – Inform about changes in services or opening hours
• Surveys – Collect feedback from residents
• Crisis communication – Reach many residents quickly when needed

Integration with municipal systems

To enable the agent to provide precise answers and perform lookups, it is integrated with the municipality’s specialist systems:

• Case and archive systems – Retrieve the status of applications and cases
• Waste management systems – Collection schedule and orders
• Booking systems – Appointment booking and agreements
• Citizen portals – Seamless transition between channels
• CRM and inquiry management systems – Logging and follow-up

We have experience integrating with common municipal systems and can adapt the solution to your technical landscape.

Seamless transfer to caseworker

Some inquiries require human judgment – and then the resident should be able to speak with a human. The agent seamlessly transfers to the correct department when:

• The resident explicitly asks for it
• The case is complex or sensitive
• It requires a discretionary assessment
• The agent does not have sufficient information

The caseworker receives a complete summary of the conversation, so the citizen doesn’t have to repeat themselves.

Accessibility and universal design

Public services must be accessible to everyone. Our AI voice agent:

• Speaks clearly and naturally– Easy for all age groups to understand
• Adjusts pace – Can speak more slowly when needed
• Repeats information – Confirms that the resident has understood
• Supports multiple languages – Can switch to other languages when needed
• Open 24/7 – Available whenever it suits the resident

Privacy and security

The public sector has strict requirements for privacy and information security. Our solution is built with this as a key focus:

• GDPR-compliant – Full compliance with data protection regulations
• Norwegian data storage – Data is stored in Norway
• Secure authentication – When access to personal data is required
• Logging and traceability – Complete overview of all inquiries
• Access control – Control over who has access to what

Benefits for the municipality

For residents

• No waiting time – Immediate help when they call
• 24/7 service – Available also outside office hours
• Consistent information – The same answer no matter when they call
• Easy access – No need to navigate complex websites

For employees

• Freed-up time– Can focus on complex cases
• Reduced workload – Fewer routine inquiries to handle
• Better prepared – Gets context before they talk to the resident
• More meaningful work – Using their expertise where it is needed

For the municipality

• Cost-effective – Handles more inquiries with the same resources
• Scalable – Handles seasonal variations and peaks
• Better insight – Data on what the residents are asking about
• Increased satisfaction – Both among residents and employees

Complete control and transparency

Keep track of all inquiries in real time. View statistics on:

• Number of inquiries per service and department
• Resolution rate at first contact
• Average call duration
• Reasons for transfer to humans
• Trends and seasonal variations

Use the insights to improve the services and identify areas where residents need better information.

Get started

We help the municipality implement an AI voice agent tailored to their needs:

1. Mapping– We understand your services, systems, and inquiry patterns
2. Configuration – The agent is trained on the municipality’s information and processes
3. Integration – Connection to relevant specialist systems
4. Testing – Thorough quality assurance with real scenarios
5. Pilot phase – Gradual rollout with close follow-up
6. Optimization – Continuous improvement based on data and feedback

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Tools Card Bullet Points

• Open 24/7 for residents
• Relieves the service center
• Integrated with professional systems
• Seamless transfer to employees
• Authentic Norwegian speech