But governments are stretched thin. Staff often spend hours handling repetitive questions that could be answered online, phone lines are overwhelmed, and websites are difficult to navigate. These challenges leave agencies reactive instead of proactive, and residents frustrated instead of empowered.
This is where the Government Experience Agent (GXA) comes in — not just a chatbot, but a digital agent designed to follow through and help residents complete tasks.
The opportunity
Imagine an AI-powered digital assistant explicitly designed for government, not a generic chatbot. Unlike commercial and legacy AI chatbots, GXA is tuned to government workflows and your official content, is engineered to patiently understand resident intent, and responds in plain, accessible language. It’s also safe for public sector use, only pulling from agency-approved content and operating within strong compliance and oversight standards, including multiple layers of safety checks called guardrails. This level of transparency and accountability ensures governments can be confident in how GXA serves the public.
Embedding GXA across websites and service systems can resolve high-volume inquiries, reduce call center traffic, and make digital self-service work instantly for more residents.
How it works
GXA uses advanced AI techniques like semantic search and retrieval-augmented generation (RAG) to interpret what residents mean, not just what they type. For example, if someone asks, “When’s my garbage day?” or “trash pickup schedule,” GXA knows they’re asking about the same service and provides the correct, official answer.
Over time, it will have deeper integrations with platforms like Granicus’ Website & CMS solutions and Service Cloud, ensuring residents can do more than ask questions — they can complete tasks, file forms, and receive notifications. Meanwhile, Granicus’ team continuously optimizes GXA with human oversight, using expertise from supporting more than 7,000 public sector customers to align workflows and curate content, making sure responses remain accurate, compliant, and transparent.
Real impact
Across this series, you’ll see how GXA helps governments:
- Cut 311 call volumes by up to 30% for routine questions.
- Increase online form submissions — some agencies are reporting 80% higher completion rates after improving digital guidance.
- Expand access for multilingual residents with accurate, real-time translations.
- Answer questions to guide people through complex processes like licensing or permits.
Why it matters
Adopting AI in government isn’t about replacing people, it’s about giving staff breathing room and residents better service. GXA ensures governments can meet today’s expectations for clarity and efficiency without sacrificing compliance, service delivery, or trust.
Ready to see what’s possible? Schedule a demo today.
