Challenge
Municipality: Automating Citizen Complaint Resolution
The city relied on manual processes to log and respond to citizen complaints submitted via forms and email, causing delays, lost tickets, and high escalation rates.
Solution
- NLP-powered system to auto-tag, prioritize, and route cases
- Deployed AI assistant to answer FAQs and provide status updates
- Integrated with internal case management and SMS channels
Outcome:
- 65% faster resolution times
- 30% drop in escalations
- System supports 4 local languages