Key Capabilities

Citizen AQ provides end-to-end automation the citizen service and support experience. Key AI agent capabilities include:

Citizen Self-Service AI Agent
  • 24/7 conversational assistant for navigating programs, benefits, and services
  • Manages inquiries, triage, and guided actions
  • Escalation to human staff
  • aka "Citizen Concierge"
Unified AI Search & Chat
  • A single intelligent agent for knowledge and live chat
  • Provides consistent, accurate information across channels and data sources
AI Form Assistant
  • Guides citizens through complex digital forms
  • Simplifies form filling, improves completion rates, and reduces errors
AI Submission Review & Recommendation
  • Real time AI review of case/form submissions based on policy and business rules
  • Generates policy-aware recommendations and responses
Service Agent Copilot
  • Summarizes citizen history and details to accelerate understanding and response
  • Natural language and voice interface for case data management and reporting
Knowledge Automation
  • Automatically Identifies content gaps and recommends updates
  • Keeps citizen-facing documentation current and compliant
Intelligent Routing
  • AI recommended case and form assignment
  • Adapts to case context, workloads, availability and priorities
Reporting and Dashboards
  • Real-time visibility into key service delivery metrics and KPIs
  • AI agent performance tracking and effectiveness analytics
  • Natural language reporting and ad-hoc query
AI Roadmap Analysis
  • AI assisted analysis of process efficienty and improvement opportunities
  • ROI-based roadmap recommendations for process, teams and technology
Built On
  • Salesforce Salesforce
  • Agentforce for Public Sector Agentforce for Public Sector
  • Agentforce Agentforce

Key Benefits

Citizen AQ transforms government service delivery with measurable outcomes for citizens, agencies, and mission success.

Faster, Better Service Delivery

Accelerates response and resolution times for citizens. Reduces errors and improves consistency. Increases confidence in government service delivery.

Greater Efficiency & Scalability

Lowers cost per case through intelligent automation. Supports growing service demands without proportional headcount.

Empowered Public Servants

Frees staff from repetitive work so they can focus on higher-value service. Improves morale by reducing repetitive tasks.

Visibility & Continuous Improvement

Enables leaders to monitor metrics and performance throughout the service pipeline. Turns operational data into actionable intelligence for ongoing optimization.