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SMART: Customer Service Copilot


Introducing the SMART: Customer Service Copilot, a revolutionary tool designed to transform local government customer service operations through the power of generative AI. Tailored to address the specific needs of residents, this Copilot integrates seamlessly with Microsoft Copilot, leveraging advanced organisational language models to provide unparalleled 24-hour resident support in multiple languages.

The Copilot streamlines customer service experiences, offering residents immediate access to the information and assistance they need. This not only elevates resident satisfaction but also allows councils to achieve significant cost savings by automating and optimising service delivery processes.

With capabilities that extend beyond traditional customer service, our Copilot enhances accessibility, reduces response times, and improves efficiency across all channels — web, phone, and email. It offers residents round-the-clock access to a range of services, from streamlined payments and simplified applications to improved care triage. Councils can expect potential savings of up to 50% in various service areas, thanks to this automation.

By embracing the SMART: Customer Service Copilot, local governments can offer a more inclusive, efficient, and responsive customer service experience, ensuring that all residents, regardless of language, can navigate services with confidence and ease.


SMART AI Customer Service Copilot Deflection Rates


SMART AI Customer Services External Copilot
SMART AI Customer Services Copilot Features


  • Real-time Assistance: Offers immediate guidance and support to customer service representatives for timely responses to resident queries.

  • AI-Powered Insights: Utilises advanced AI algorithms to analyse data, offering predictive insights for proactive issue resolution.

  • Efficiency Enhancement: Streamlines workflows, reducing resolution times and increasing the productivity of customer service teams.

  • Personalised Service: Provides tailored recommendations based on resident preferences and history, enhancing the overall customer experience.

  • Multi-Channel Support: Seamlessly integrates across various communication channels to ensure consistent and cohesive citizen support.

  • Scalability: Adaptable to varying demands, easily scaling to handle changes in resident enquiries without compromising efficiency.

  • Multilingual Support: Offers assistance in multiple languages, ensuring inclusivity and accessibility for all residents, effectively bridging language barriers.


  • Improved Resident Experience: Enhances overall satisfaction by providing accurate, timely, and personalised assistance.

  • Proactive Issue Resolution: Predictive insights help address issues before they escalate, fostering a smoother service experience.

  • Adaptability: Easily adjusts to varying workloads, ensuring consistent service quality during peak times.

  • Continuous Improvement: Gathers feedback for service enhancement, contributing to ongoing improvements in service delivery.

  • Cost Savings: Reduces operational costs by automating tasks and optimising resource allocation within the customer service department.

SMART AI Customer Services Copilot Benefits


SMART AI Copilot


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