Case Study · Citizen Services · AI-Assisted Case Management
Citizen support operations
Continuous operations · Delivered under the national deployment agreement
1,000+ citizen cases, 100% closed, 97% AI-assisted.
Challenge
Citizen complaints arrived through channels with no case number, no owner, and no closure, so leadership could not answer basic questions about volume, backlog, or responsiveness.
Approach
Conversational intake in the citizen's language, AI classification against a complaint taxonomy, routing to the accountable department, and a unique case number tracked to closure.
Execution
Human agents supervise the AI tier, handle escalations, and confirm closure. Every state change is written to an append-only log available to auditors and program leadership.
Results
100% resolution across 1,000+ citizen support cases with a 97% AI-assisted resolution rate, and reporting that shows volume, routing, and closure by department.
“Every case has a number, an owner, and a closing entry. That was not true before.”
[CLIENT REFERENCE — name/title on request]
Relevance to federal programs
This is the accountability model a federal program office can adopt directly: measurable closure rates, auditable routing, and AI handling volume without removing human responsibility.