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Where it works

The same agent, a different reality in each sector. Pick the closest one - each is written from your side, not ours.

Municipality and local authority

The situation

The contact centre gets the same questions every day: opening hours, rates, waste collection, schools, payments. In busy seasons the queue grows, and evenings and weekends have no cover at all. Some residents do not read Hebrew well enough to manage on the website.

What the agent does

  • Answers on WhatsApp, Telegram and the website - including when the centre is closed
  • Answers in Hebrew, Arabic, Russian, English and Spanish, in wording the authority approved
  • Points to the right form, page or department instead of giving a generic reply
  • Says it does not have an answer when the case needs judgement, and points to the route you set

What changes

  • Repeat enquiries are handled without occupying an agent
  • An Arabic or Russian speaking resident gets the same level of service
  • You discover what people actually look for - and what the site is missing
  • In an emergency the channels keep working even when phone lines are swamped
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Regional council

The situation

Residents are spread across settlements, and each one runs a little differently. Information that is right for one is wrong for another, and the contact centre translates those differences by memory on every call.

What the agent does

  • Answers per settlement where the information differs
  • Brings together information scattered across pages and documents
  • Available to people far from the offices

What changes

  • Less dependence on one particular agent remembering
  • The same answer to the same question, from any settlement
  • Management sees what concerns each area separately
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Water and infrastructure utility

The situation

Most contacts are billing, meter readings, leaks and faults. When there is an incident in an area, the centre is flooded with the same question hundreds of times within an hour.

What the agent does

  • Answers billing and process questions at any hour
  • Explains what to do in a fault and who to contact
  • Lets you send a proactive message to an affected area

What changes

  • A local incident no longer blocks the centre with one repeated question
  • Staff are freed for faults that need attention
  • You see which topics generate the most contacts
Download Brochure

Law firm

The situation

Clients ask recurring questions about documents, deadlines and procedure. Each one is answered by someone whose time is expensive, sometimes hours later.

What the agent does

  • Answers process and document questions around the clock
  • Points to the required forms and documents
  • Answers only from content the firm approved

What changes

  • Less time burned on routine questions
  • The client gets an immediate response instead of waiting
  • Wording on sensitive matters is set in advance by the firm
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Organisation and company

The situation

Organisational knowledge is spread across documents, emails and people. A new employee asks whoever sits nearby, and the answer depends on who was asked.

What the agent does

  • Answers from the organisation's own documents and procedures
  • Shows the source for every answer, so it can be verified
  • Available on the channels employees already use

What changes

  • The same answer for everyone, regardless of who you asked
  • Knowledge is not lost when someone leaves
  • Procedures that contradict each other come to light
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Managed service operators

The situation

You run the service for dozens of bodies, each with its own rules, tariffs and procedures. You commit to a service level, and your margin is what it costs you to deliver it. Every client adds another body of knowledge.

What the agent does

  • One layer across every contract, with data separated at the system level - every query is scoped to its own client
  • Answers only from that body's approved content and shows its source, so a statement in your name can be verified
  • Onboarding a new client is loading content, not a training project - the same layer, a different knowledge base
  • Produces a demand map per client: what was asked, what went unanswered, and where their content is missing
  • Permissions, branding and what gets published stay with you. The agent works in the client's name, under your control

What changes

  • The same service level is delivered at a lower cost to deliver - the difference stays with you rather than coming out of the service
  • Experienced agents move to the enquiries that need judgement, instead of the five questions that repeat across every contract
  • Knowledge accumulates in the system rather than in a person, so turnover stops being a loss
  • The tender file gains a capability you can demonstrate: source-grounded answers, a full audit log, and an information security management system built to ISO/IEC 27001
  • A new product to sell upward - a periodic report showing a client what their residents actually need
Download Brochure

We do not publish customer names without their written consent, and we do not publish numbers we have not measured. We are glad to show you a live system instead.

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