Use cases / government service
AI-Powered Government Helpline – Enhancing Citizen Services
Introduction
Government offices often receive large volumes of citizen inquiries daily, ranging from service eligibility and documentation requirements to procedure guidance and application status. Traditional call centers and help desks struggle to respond promptly, leading to long wait times and citizen frustration.
Orbit AI implemented a 24/7 intelligent virtual helpline to provide step-by-step guidance, track applications, and share updates—improving access to public services while reducing staff workload.
The Challenges
Companies often struggle with:
- Citizens frequently call for detailed instructions on forms, eligibility criteria, or submission procedures.
- Limited staff availability leads to delays during peak hours or outside office hours.
- Repetitive queries consume significant human resources, leaving less time for complex cases.
- Inefficient tracking of applications and updates can cause confusion and complaints.
These challenges often result in citizen dissatisfaction, longer processing times, and overworked helpline staff.
The Solution
Orbit AI functions as a virtual government helpline, deployed across websites, mobile apps, and messaging platforms.
The AI provides:
- Step-by-step guidance on public services, forms, and eligibility requirements.
- Access to downloadable forms and instructions for accurate submissions.
- Application tracking and real-time updates for submitted requests.
- Escalation of complex or sensitive issues to human staff for personalized assistance.
By automating routine inquiries, government staff can focus on high-priority or complex citizen cases while maintaining high-quality service.
Results & Impact
Within months of deployment:
- Automated 65–70% of routine citizen inquiries, reducing helpline congestion.
- Response times decreased from hours to seconds, improving public satisfaction.
- Increased citizen engagement with faster access to forms and updates.
- 24/7 availability, allowing citizens to get assistance anytime.
Insights into common citizen queries enabled government offices to improve service workflows.
Key Benefits for Companies
- Handled 75% of citizen inquiries automatically, reducing call center congestion and wait times.
- Provided instant answers on services, documents, and applications—improving response speed and trust.
- Freed staff to focus on complex or high-priority cases requiring human oversight.
- Available 24/7, ensuring citizens can access help and information anytime.
- Offered real-time insights into public concerns, helping departments improve policies and communication.
Conclusion
By integrating AI into public services, Orbit AI streamlines citizen communication, ensures faster access to services, and reduces staff workload. From providing procedural guidance to tracking applications and offering updates, the AI assistant improves efficiency, transparency, and trust—creating a modern, citizen-centric government experience.
