Use case · Local government
When 3 calls in 10 never get through
A county council serving 1.1 million residents takes around 8,000 calls a month on its social services line. On Monday mornings the queue passes ten minutes and a third of callers hang up. Those who hold on tell their story to an officer hearing it for the first time.
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The starting point
The Monday peak cannot be hired away
The volume is not spread out: it lands in a few hours. Staffing for the peak means paying for idle time the rest of the week; staffing for the average means losing a third of callers two mornings a week. And half of those calls ask the same ten questions.
- A third of calls abandoned at peak times
- The same procedural questions, several hundred times a month
- Callers start their story from scratch every time
- No usable record of what was said on the phone
What gets deployed
Filter without turning anyone away
- 01
The switchboard answers everything, immediately
Nobody waits in the void any more: the call is picked up and routed by department and by reason. Officers keep control — they receive calls that are already qualified.
- 02
The voice agent handles procedural questions
Backed by the county's own knowledge base — the real procedures, not a generic model — it answers questions about files, opening hours and required documents. The moment a situation becomes personal or sensitive, it hands over to a human, with the context.
- 03
Calls leave something useful behind
Every exchange is transcribed and summarised in the citizen's record. The next officer picks up where the last one stopped, without asking them to repeat.
- 04
The appointment is booked during the call
When a face-to-face meeting is needed, the slot goes into the social worker's calendar during the call, with an SMS reminder the day before.
What it moves
What the setup targets
- 0
- calls abandoned in a queue
- ≈ 45%
- of calls resolved without a human officer
- 100%
- of exchanges recorded in the file
- −1 step
- no more callback to fix an appointment
Go further
The building blocks used
Virtual phone system
The complete SMB switchboard: greeting, routing, queues and statistics.
DiscoverAI receptionist
A voice agent that greets, qualifies and routes your calls 24/7.
DiscoverKnowledge base
Your company's knowledge, serving the chatbot and your teams.
DiscoverAI call transcription
Every call transcribed, summarized and filed in the customer record.
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Your availability bookable online, in your colors, on your domain.
DiscoverFAQ
Frequently asked questions
Is an AI on the phone acceptable for social matters?
It never handles the personal situation. Its scope is explicitly limited to procedures, opening hours and required documents, and it transfers to a human as soon as the conversation leaves that frame. Callers are told they are speaking to an assistant, and can ask for a person at any point.
Where does the voice agent get its answers?
Only from the knowledge base the county gives it: its procedures, its documents, its opening hours. It does not answer what is not in there — it transfers. That is a design constraint, not a setting.
Are calls recorded?
Recording and transcription can be enabled department by department, with caller notice and a configurable retention period. They can also be limited to the summary, with no audio kept.
What if the caller insists on speaking to someone?
They are transferred. There is no scenario in which a request for a human is refused or delayed.
How much time does the voice agent actually save?
Of the 8,000 monthly calls, it absorbs the repetitive information requests — opening hours, documents required, case progress. Staff get back the time they spent repeating themselves and spend it on the cases that need a person.
Another question? Write to us — a human will answer.
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