Automate Citizen Inquiries with AI Driven Response Solutions

Citizen Inquiry Response Automation

1. Inquiry Reception

1.1 Channels of Inquiry

• Email
• Website Chatbot
• Social Media Platforms
• Mobile Applications

1.2 AI Tools Utilized

• Zendesk Chat: For real-time chat support on the website.
• Facebook Messenger Bots: To handle inquiries via social media.

2. Initial Response Automation

2.1 AI-Driven Response Generation

Utilize Natural Language Processing (NLP) tools to analyze incoming inquiries and generate appropriate responses.

2.2 AI Tools Utilized

• IBM Watson Assistant: To understand and respond to citizen inquiries effectively.
• Google Dialogflow: For building conversational interfaces that provide instant responses.

3. Inquiry Categorization

3.1 Classification of Inquiries

Automatically categorize inquiries based on predefined topics such as health services, transportation, and public safety.

3.2 AI Tools Utilized

• Microsoft Azure Text Analytics: To classify and prioritize inquiries based on urgency and topic.
• Amazon Comprehend: For sentiment analysis and categorization of citizen feedback.

4. Escalation Process

4.1 Identifying Complex Inquiries

Flag inquiries that require human intervention based on complexity or sentiment analysis results.

4.2 AI Tools Utilized

• Salesforce Einstein: To identify and route complex inquiries to appropriate departments.
• Zendesk Support: For creating tickets for escalated inquiries.

5. Response Tracking and Feedback

5.1 Monitoring Response Effectiveness

Utilize AI analytics to track response times and citizen satisfaction levels.

5.2 AI Tools Utilized

• Tableau: For visualizing response data and citizen feedback trends.
• Qualtrics: To gather feedback on the inquiry response process.

6. Continuous Improvement

6.1 Data Analysis and Reporting

Regularly analyze inquiry data to identify trends and areas for improvement in response strategies.

6.2 AI Tools Utilized

• Google Analytics: To track engagement and response metrics.
• Power BI: For comprehensive reporting and data visualization.