Optimise citizen experiences with AI-powered chatbots

Self-serve for citizens

Free up time for your agents

With the power of AI, citizens can resolve issues without even reaching your contact centre. From general FAQs to application submission and payment transactions, the Connecting Wales platform allows citizens to self-serve meaning your contact centre agents can focus on citizens that need extra support.

Assisted-service

AI & Agent working together

While some services can be fully automated so citizens can self-serve, some services that are more complex may require some additional support from agents. With assisted-service capabilities, AI can look after the initial triaging of the citizen requirements and take out a lot of the initial timely work for the agent.

Priority Routing

Direct to agent for those who need it most

Automated services are not suitable for everyone, with priority routing you can customise who gets automated services and who is prioritised to come straight through to an agent for support. With priority routing, you can pre-determine citizens who need extra support so they can come directly through to an agent.

Automation

Ease workloads by letting AI handle simple tasks

The Connecting Wales chatbot and digital engagement platform allows you to automate a lot of the simpler service requests coming through from citizens. You are in full control of what is automated so you can use AI technology to help manage customer expectations and agent availability to prioritise different services.

Dual-language

Highlighting the importance of Welsh language services

The Connecting Wales chatbot solution is fully customisable to the needs of your organisation and your citizens. With the importance of the Welsh public sector offering dual-language services, the Connecting Wales platform enables citizens to access services in their language of choice.

The full citizen journey

Never miss any interaction, even if it's automated

Even if a citizen's conversation starts on an automated digital interface, if AI is unable to resolve their issue the citizen can seamlessly transition to voice if needed, preserving and carrying forward the history of the automated conversation through to the contact centre.

Knowledge Management

Essential information, easily accessible

With the addition of knowledge management capabilities, both agents and citizens have access to relevant information at their fingertips. Whether its answers to FAQs enabling citizens to self-serve or empowering your agents with the right information, knowledge management capabilities create further automated, streamlined processes.

Channel of Choice

The same great service, through any channel

The Connecting Wales chatbot feature is available across all channels citizens may choose to use. Whether it's on a web portal, browser, mobile app, social media, SMS or IVR, the customer gets the same service with the same automation, meaning citizen experience is streamlined across all channels

Fully customisable

Automate the services that you want

The Connecting Wales chatbot and AI solution allows you to fully customise the services you want to automate meaning you are in full control of what services you want to let AI handle. All communication from AI, the service options and resolutions are created centrally meaning you can rest-assured all citizens get a consistent experience.