Citizen
Services · 311
Multilingual, multimodal citizen contact center with policy-aware AI agents that resolve citizen issues instantly, not just route them.
Legacy systems.
Broken processes.
Citizen contact centers handle millions of inquiries annually, but most are staffed for peak load, operate in a single language, and route callers through menus that frustrate rather than resolve. Citizens with limited English proficiency, disabilities, or complex multi-agency needs fall through the gaps.
One substrate. Six stages. Six agents.
Each stage has a named agent with a defined scope, a documented prompt, and an evaluator-readable audit log. Humans approve every state transition.
Map current inquiry types, languages, channels, and resolution rates. This establishes the baseline before designing any AI agent.
Design multilingual, multimodal agents for high-volume inquiry types. Each agent is built around the resolution workflow, not the routing menu.
Connect AI agents to agency knowledge bases, case management systems, and escalation paths. Agents answer from authoritative sources, not generative assumptions.
Configure multilingual support and accessibility features for target populations. Section 508 and WCAG 2.1 AA compliance is validated before pilot deployment.
Deploy in limited production with human escalation monitoring and resolution rate tracking. Performance is validated against real citizen inquiries before full rollout.
Expand to additional inquiry types, languages, and channels based on pilot results. Capability builds on what works, not what was planned in advance.
Five layers. Built on the Engine.
A reference architecture every program inherits. Tenants override where they need to; defaults are evaluator-ready.
Bring us the mission blocker.
Leave with a 90-day path.
Capability briefings are working sessions, not pitches. Tell us where you're stuck; we'll show you the lane, the accelerators, and the proof.