Citizen services

Intake, routing & response

Public SectorOperationsServiceNow, Zendesk, Salesforce
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How a run goes
The steps this agent takes, in order, and what each one leaves behind.
Receives the request

Handles citizen intake and routes to the right desk

Classifies and routes it

Drafts the response from policy and case history

Drafts a cited response

Tracks resolution against SLA

Works inServiceNow, Zendesk, Salesforce

What it does

  • Handles citizen intake and routes to the right desk
  • Drafts the response from policy and case history
  • Tracks resolution against SLA

Connects to

ServiceNow

Open, correlate, and resolve incidents and requests.

Zendesk

Classify, route, and draft replies for tickets.

Salesforce

Enrich, update, and report on records under your profile.

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Need it to work differently?

Every agent can be changed: the steps it takes, the systems it uses and who approves what.

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