AI that works for your staff too
The same engine that helps residents also cuts the busywork for the people answering them.
Smart triage & routing
Every request sorted before it reaches a desk
No more staff spending the first hour of every shift sorting a queue.
- Classifies every request by service type and urgency on arrival
- Routes to the right team automatically — no manual sorting queue
- Flags anomalies and repeat contacts for early escalation
Escalation, not automation, for edge cases
Complex or sensitive requests go straight to a person with full context attached — nothing gets lost in the queue.
Case copilot
A first draft, not a blank page
Staff review and send. CivicOne never replies on a council's behalf without a human in the loop.
- Drafts a reply using the citizen's full case history — not a blank page
- Suggests the relevant policy or precedent for the specific request
- Every draft is reviewed and sent by a staff member — never auto-sent
Case notes, written automatically
Phone calls and counter interactions logged into the CRM as a clean summary — not left for end of shift.
Policy & knowledge assistant
Ask it like you'd ask a colleague
- Ask policy questions in plain language, get a sourced answer
- Always references the current, authoritative version of a document
- Flags outdated content automatically when policy changes
No IT ticket to update guidance
Service managers update the source document. The assistant's answers change immediately.
Analytics
See what citizens are really asking
Every interaction feeds a live dashboard — not a quarterly report.
- Query volume and resolution time, by service
- Trending topics before they become a backlog
- Where citizens drop off, and why
Platform dashboard
Overview of workflows and citizen activity
5
+1 this quarter
2,684
+9.8% vs last month
23,800
+10.8% vs last month
58%
+3pts vs last month
Platform activity
Workflows at a glance
AI agent activity
Give your staff their time back
See the staff-side tools in a 30-minute walkthrough.