AI Virtual Agents for Governments. Eliminating citizen complaints.

“Public Administrations are slow and complicated”. Addressing the evergreen complaint of inefficiency

Public administrations and governments serve as the primary touchpoint for a wide array of citizen requests, spanning from personal document processing to waste collection, tax inquiries, legal procedures, and beyond. The number of daily requests alone would require big teams of people with different specializations and immediate access to knowledge bases and fast communication services. However, the dedicated municipal office staff frequently grapple with understaffing and contend with telephony and technology systems that lag years behind the contemporary technological landscape.

In an era where people pay and check their account on their smartphone and get any item delivered to them with a tap, of course the common feedback on PAs would be they’re slow and inefficient. Being stuck on paper documents, slow PCs, and one-phone-per-office situations while citizens expect not to leave the house to sign documents and reach organizations via channels such as Whatsapp & Telegram is not sustainable.

And that’s where Imagicle Virtual Agents comes into play.

AI Virtual Agents, bringing PAs close to citizens at all times.

Imagine a world where if a user can’t find a form in a government website, someone sends it to them in a second. Or a world where the phone isn’t constantly ringing, and there’s no need to transfer the call through 3+ staff members to solve an inquiry.

Or even a world where users can have any answer they need even at night without staffing putting in extra hours or repeating themselves a hundred times.

All this and more is achievable with Imagicle Virtual Agents, available in the form of chatbots and voicebots.

In short, Virtual Agents are AI-powered colleagues of human agents, taking over their tasks when they’re repetitive, the office is closed, everyone is too busy, and more. Voicebots are there for you to cover phone lines, and chatbots open up new communication avenues (WhatsApp, Telegram, website chat, and more) to both AI and agents, making it easier for customers to talk to your organization.

Suppose operators have to run to the phone every 5 minutes to cater to requests that may or may not be of their competence. With a Voice Virtual Agent, in that case, they can benefit from a virtual assistant taking on some of those calls, freeing them up to take care of more complex and pressing matters, minimizing errors or overlooks. For real-life use cases, see here.

Digital Virtual Agents, on the other hand, allow citizens to A) talk to an organization in a way that’s faster and more immediate than a phone call, B) explore different communication channels, catering to every citizen’s preference.

Since explanations only go so far, let’s explore some practical use cases of how Imagicle Virtual Agents can help a governmental organization.

Offices are always open.

At any time and wherever the user may be, they can ask for information about services, procedures, regulations, documentation, etc. Limited office hours and agent knowledge are no longer a problem. Virtual Agents will always deliver the right information, both via voice and digital channels depending on how the citizen prefers to contact the organization.

Smart bookings.

Users can make reservations and manage appointments automatically and rapidly without waiting for a free operator and eliminating queues and waiting times. See the example below.

Easy and guided access to information.

Not only are information delivered in real time: Virtual Agents also guide the user through the necessary procedures to complete their requests, eliminating those long phone calls where users who are lost ask for what to do. And, of course, removing citizens’ frustration when they don’t understand how a process works.

More efficient employees.

With Virtual Agents taking care of repetitive tasks, the staff is free to tackle more complex inquiries and make the PA machine more efficient. Moreover, Virtual Agents also perfect for user-to-user interactions, making it easy to collaborate remotely. It aligns all information and protocols into one screen, eliminating the “he said, she said” effect and giving staff the possibility to prioritize their tasks better.

But how do these virtual agents work?

Let’s start with what this question really entails: they’re not complicated to set up, they don’t require IT management or any code, and they can be modified any time in the blink of an eye.

How?

The beating heart of both Digital Agents and Voice Agents is Imagicle Smartflows. The Imagicle visual editor, with its drag-and-drop, no-code interface, seamlessly integrates with your systems, allowing you to effortlessly build your conversational flows.

Try Digital Virtual Agents for Government yourself.

Digital Agents and Voice Agents, although talked about quite a while in the tech field, are still quite the novelty. Not all of them have the same look & feel, some of them can’t really understand human language yet, some really do sound like staticky robots. You might be thinking they’re difficult to use, users won’t familiarize with them so easily, and many more legitimate concerns. That’s why, here at Imagicle, we’ve prepared a demo environment for you to try our Digital Agents for PAs and Governments yourself. Anytime and on any device, you can test their capabilities and see if they’re a good fit for your org.

Ready to experience the power of an AI digital assistant?

Use the link below to access the Imagicle demo for Governments any time.

Stay tuned for the Voice Virtual Agents demos, as they’re next in line.

Do you want to discuss this with one of our experts? Book a call