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Our Public Engagement AI Assistant is available 24/7 and answers queries at a success rate of over 90%

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AI Transformation for Government Agencies

Government Agencies have a massive responsibility towards the public. Even more so during crises like the coronavirus pandemic. How can they effectively enhance reach, focus resources on frontline priorities and streamline policy making?

Many government agencies are overrun by paper-based processes.

To offer the best assistance to their Citizens, Government Agencies need a SMART way to digitally manage their resources, internally and externally. 

We designed our Artificial Intelligence technology to do just that. With our AI Assistant, Government Agencies can deliver citizen assistance and streamline work. Our AI Assistant allows citizens to self-serve quickly without having to navigate complex websites. It connects to existing systems, offering accurate and context-driven content to employees whenever needed. And it does so 24/7, in multiple languages and with over 90% accuracy, being the first AI Assistant in the world achieving Human Parity Performance.


Our AI Assistants come pre-trained with hundreds of intents. You simply choose the external application (SmartChat) or internal application (SmartHub) or both, and you can trust that they will work as an integral part of your team from day one. 

SmartChat and SmartHub have different Personalities tailored to scenarios you need them working in, for instance, one Personality for Citizens Advice, one for Mental Health or one for Coronavirus Advice. You can start with one Personality and build them up according to your needs.

AI-driven Citizen Assistant

AI-driven Workplace Assistant


Governmental Public Engagement AI Assistant 

The world’s first Human Parity AI Assistant for Government Engagement

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Citizen Service AI Assistant helps the public find information, report crimes, share concerns and stay connected with their community. The Assistant provides Customer Services Support for Citizens available 24/7 and answers queries at a success rate of over 90%.


  • Keep informed - policies, laws and citizen information, etc.

  • Report – crime, disputes, accidents, antisocial behaviour, etc.

  • Share Concerns – something suspicious, risky or worrying, etc.

  • Request – collision report, new licence, fingerprints, etc.

  • Apply – careers, compensation, overseas visitor, firearms licence, etc.

  • Self-serve actions – status of my case

  • Revolutionise Citizen awareness with Chat Intent data

  • Create your own Citizen OneStopBots™


AI modernises previously paper-based, outdated processes. Freedom of Information AI Assistant helps Government Agencies avoid unnecessary requests or duplications by making policy clear and providing access to previous requests.

  • Answer common FOI questions from the public 24/7 at an accuracy rate of over 90%

  • Enable the public to self-serve common tasks such as FOI requests 

  • Engage with the public in multiple languages

  • Maintain ethical standards with our unique “Ethical Edge”

  • Start quickly and comprehensively with our pre-trained AI models   

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For public services to run smoothly bottlenecks and high-friction functions should be avoided. The Power Automation AI Assistant provides low-friction operations by automating the three key elements of any service: engagement, knowledge and actions.

Automation AI Assistant helps:

  • Connect people to knowledge, content or documents without the need for human intervention

  • Connect people to other people or processes without the need for human intervention

  • Deliver business processes or workflows automatically with the minimum need for human intervention



AI Augmented LiveChat allows users to engage with your organisation via an AI-driven webchat. Any employee with Microsoft Teams can be a webchat agent. This way users get both the AI and human assistance, leading to the best possible outcome.

AI Augmented LiveChat benefits:

  • Reduces contact volumes by up to 50%

  • Reduces contact duration by up to 25%

  • Reduces call waiting time by up 25%

  • Increases 1st time resolution by up to 40%

  • Reduces agent on-boarding by up to 20%  



When users need different type of assistance than the AI Assistant can provide, the Virtual Appointment Assistant will book a meeting with a service professional. Any employee using Office 365 can host meetings.     

Virtual Appointments benefits:

  • Virtual meetings booking self-service 

  • Convenient Meetings via Microsoft Teams

  • Flexible Meetings via phone, video or in person

  • Integrated with Outlook calendar to avoid clashes 

  • Meetings can be optionally recorded and transcribed

  • Meetings can be live captioned in different languages



Common high-volume emails with subjects such as change of address, renewals, service questions create bottlenecks. Our Automated Email Response Assistants solves this problem with a success rate over 90%.

Automated Email benefits:


  • Identifying incoming email categories at up to 95% accuracy 

  • Automating the most common email categories such as “change of address” 

  • Immediately escalating high-risk categories such as “complaint”

  • Automating “collect incomplete data” by emailing a link to an AI Assistant   

  • Maintaining ethical standards with our unique “Ethical Edge”

  • Pre-trained AI models   



Workplace AI Assistant for Government Agencies

The world’s first Human Parity Workplace AI Assistant for central government

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Workplace AI Assistant for Central Government

SmartHub is the first AI Assistant that combines chat, LiveChat, full-screen experience and automation. SmartChat is designed to help the employees of government agencies work more efficiently, providing them with an AI Assistant that works across all departments and achieves Human Parity Performance.
With different personalities covering IT Support, HR & Wellness and Employee Communication, SmartHub is designed to fill the needs of any complex organisation. When your agency uses SmartHub, it saves time and resources all the while providing quality experience for the users.   

SmartHub AI Assistant lets employees:

Find information quickly and in a conversational way
Self-serve actions in real time
Connect to Agents via LiveChat
Make appointments with a specific department


Let us help your Government Agency focus on what matters

With SmartHub, instead of different automation and support tools that don’t work well together and require training, you get 4 Workplace AI Assistants in 1. You can start with one Personality and, by adding new ones as you go, build it up into a complete AI-driven Workplace Platform to support your team in everything they do.

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If IT is not working, your team isn’t either. With our AI-driven IT Support you can be sure your in-house and remote staff has access to a quick and easy IT assistance at any time and from any place.

  • Triage and route Colleagues to right IT assistance 24/7

  • Find IT information and answers FAQ’S, Knowledge Base, employee services, etc. 

  • Self-Service IT process such as password resets

  • Raise tickets and query Knowledge Base from applications like ServiceNow

  • Automatically hand over from the Bot to Webchat support software


Team building in the new hybrid reality is a tough task. With HR Support AI Assistant, you can support your staff amidst the challenges of remote working.


  • Triage and route Colleagues to right HR assistance 24/7

  • Find HR information and answers – HR, employee services, etc.

  • Self-Serve HR process Complete forms, holiday request, expenses

  • Find documents and policies, etc.

  • Access HR news and events

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Intranet is rarely exciting but always needed. Sadly, it doesn’t update automatically. With AI-driven Employee Comms, your organisation's entire content is always fresh, up-to-date and easy to find.


  • Surface or replace your Intranet with AI-driven content 

  • Aggregated Corporate Comms and news

  • Cognitive Search for organisation content

  • Aggregate, display and query data from multiple systems

  • Aggregate display and query data from MS Graph



A single place for all your Self-Service Automation needs. Quickly and easily create new skills in the Microsoft Power Platform, surface them with your AI Assistant and share them across the organisation.

  • Easily create Automation Skills using the MS Power, Forms or 3rd party platforms 

  • Access the skills in a single Skill Store regardless of where they were created

  • Consume skills using voice, Webchat or applications

  • Integrated into your everyday actions with the SmartHub AI Workplace Assistant


AI Transformation for Government Agencies Explained 

AI Transformation builds on and supersedes Digital Transformation.  

Artificial Intelligence helps you accomplish more with less. Thanks to conversational interfaces, neural networks and machine learning AI Assistants bring organisation closer to users, boost staff engagement and increase operational efficiency. Because AI works independently, it prevents information bottlenecks and frees users to focus on complex and urgent cases. Because it is self-learning, it is the only tool that truly helps future-proof public services. 

Government Agencies On-Demand Materials

Check out these helpful resources, designed to help your local authority better understand what's involved in effective digital citizen engagement and how to avoid the pitfalls.


White paper on Digital Citizen Engagement using AI Assistants

To help local authorities better understand how to achieve effective digital engagement using AI Assistants and how to avoid some of the pitfalls, we have produced a free white paper on Local  Government Digital Engagement with citizens using AI Assistants.

We can help you discover more about the key benefits of digital citizen engagement, and how it can benefit your council and your citizens. Along with the white paper we have also produced a detailed study on the current use of Citizen AI Assistants in Local Government. 

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Southampton City Council

The FLEX AI 2nd Generation Citizen AI Assistant is unlike any other AI Assistant on the market.


Currently answering over 90% of citizen queries at Southampton City Council, is our 2nd Generation Citizen AI Assistant, trained from a dataset of over 40,000 citizen questions, and is the most sophisticated Citizen AI Assistant in the UK.


If you would like to see SOBOT
(an ICS.AI chatbot) live on Southampton City Councils website, then please click on the button below.


Free On-Demand Central Government Webinars

Discover our wide range of
free and ready to watch on-demand Central Government webinars.

If you would like to watch any of our Central Government webinars, then please click on the button below.


Cheshire West and Chester Council

Whether its requesting a Council Tax application or reporting a pothole, the 2nd Generation Citizen AI Assistant can offer your citizens the best 'on-demand' experience available on the market. With our digital assistant, we can support you citizens with a wide range of services 24/7. 

If you would like to find out more about our 2nd Generation Citizen AI Assistant and how it allows citizens to engage and interact with the council in new ways, then please click on the button below.

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FLEX AI 2nd Generation
Citizen AI Assistant Datasheet

Another ICS.AI chatbot that is currently live in the Public Sector is AIDA, live at Cheshire West and Chester Council.


AIDA helped the council handle a 500% increase in COVID-19 related questions from the public earlier this year. The assistant came at the perfect time for the council, as detailed logs from the assistant revealed that the council received over 300 different questions related to COVID-19 at that time.​

To see AIDA live on Cheshire West and Chester Councils website, then please click on the button below.


Book a demo

Is your local authority ready to start its AI Transformation journey?

We've helped Local authorities connect with hundreds of thousands of citizens across the UK with our AI technology.

Contact us today and we can help your council understand the many benefits of our AI technology and how it can help both your council and your citizens.

Your AI Transformation is our mission.

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