With hundreds or thousands of calls like this every day, call centers are overwhelmed. Residents wait on hold, staff are burned out, and governments struggle to redirect resources toward urgent or complex requests.
This is where the Government Experience Agent (GXA) makes a difference.
Unlike generic chatbots, GXA is tuned to government-specific content and workflows. It understands what residents mean when they ask about “trash,” “garbage,” or “pickup day,” and delivers the correct, approved answer. It’s available 24/7 on your website, deflecting repetitive calls before they ever hit the phone lines.
How it works
GXA uses semantic search and retrieval-augmented generation (RAG) to interpret questions and provide accurate, plain-language responses. It is designed to connect to back-end systems like Granicus’ Websites & CMS and 311 Service Request Management solutions, so residents get authoritative answers and walk away from the interaction satisfied.
One county client shared that after implementing GXA, staff finally had time to focus on urgent service requests instead of answering routine inquiries like “When’s trash pickup?” dozens of times a day.
Why it matters
Reducing call volume isn’t just about cutting costs; it’s about improving the experience for residents and staff alike. With GXA handling repetitive inquiries, governments can focus on the high-value issues that matter most.
