Government · PROACTIVE SERVICE
Receive a deadline or appointment reminder for a city service center
fewer missed public-service deadlines
- Business problem
- Customers of a city service center cannot reliably receive a deadline or appointment reminder because guidance and ownership are fragmented.
- Trigger
- A customer contacts the city service center through an enabled service channel with this intent.
- Customer intent
- receive a deadline or appointment reminder
- AI action
- format the reminder in the resident’s timezone and language
- Human escalation
- Escalate when outside policy, protected data is required, or the customer asks for a human.
- Required knowledge
- city service center catalog and service policy, current operating hours and escalation policy
- Channels
- WHATSAPP, TELEGRAM, WEB_CHAT, EMAIL
- Integrations
- knowledge base, conversation inbox, ticket or workflow record