Government & Public Sector
A municipal service hotline operator
Background
A public-sector operator runs a citizen service hotline and social media channels, handling enquiries on utilities, permits, and public notices in a multilingual city.
The challenge
Citizen enquiries spiked around policy announcements, overwhelming hotline staff and producing week-long backlogs. At the same time, misleading rumors spread faster than official notices could correct them.
The solution
The operator deployed AI seats for first-level enquiries on official messaging channels, with answers sourced exclusively from the authorized notice database. A bysearch-powered public opinion module monitored social platforms for rumor patterns, alerting the communications team when misleading content began trending.
Results
Enquiry backlogs cleared within two weeks of launch; 85% of first-level questions were resolved by AI seats with zero misstatement incidents; and rumor detection alerts gave the communications team an average 11-hour head start on official rebuttals.