Agentic AI for Smarter Citizen Service

The Inner Circle Guide to Agentic AI

Unlock the power of agentic AI to transform citizen experience. This in-depth report, produced in partnership with ContactBabel, shows how councils can use AI-driven automation to reduce demand, free staff capacity and improve outcomes for citizens.

It is your essential resource for understanding the future of AI in local government contact centres.

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What’s inside the guide?

Discover how agentic AI helps councils deliver faster, smarter citizen service without increasing headcount or cost.
This 30-minute read reveals how local authorities and other organisations are using autonomous AI to:

  1. Reduce call volumes by improving digital self-service
  2. Boost citizen satisfaction with joined-up, accessible journeys
  3. Free staff from repetitive tasks so they can focus on complex cases
  4. Unlock efficiencies across phone, web, email and chat.

Whether you are just starting with AI or scaling your automation strategy, this report gives you the insight you need to make confident, future-proof decisions. Backed by data from hundreds of contact centres and thousands of users, it shows you what is working and what is next.

Front cover of the inner circle guide to agentic ai

Key insights for councils

Number 1 in a circle

Citizen service is evolving – and agentic AI is leading the way

By transforming web chat, email and self-service, agentic AI delivers faster resolutions, fairer access and measurable savings.

Number 2 in a circle

Customers want to self-serve – and agentic AI makes it possible

With smarter self-service tools, citizens can complete tasks independently, reducing support costs and avoiding unnecessary calls.

Number 3 in a circle

Councils face growing demand with shrinking resources

Agentic AI supports staff by removing repetitive work. This hybrid approach improves response times, protects budgets and strengthens trust in services.

Why this matters now 

Tewkesbury Borough Council is already showing what is possible. By using AI-driven automation, they simplified contact, reduced avoidable demand and freed capacity to focus on citizen outcomes. This guide explains how your authority can take the same steps safely, quickly and with measurable ROI.

Download the guide

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