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Simplify the customer relationship with an omnichannel AI agent for public services

In a context of rapidly evolving public services, meeting growing user expectations has become essential. With an AI agent, provide continuous support, simplify procedures, and enhance the quality of the customer relationship.

Demonstration
L IA agentique au service de l assurance

Modernize public services with an AI-enhanced customer relationship

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    Smart and personalized user journeys

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    Much more than just a chatbot available around the clock

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    A time-saver for users and staff

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    Make the most of your agents' skills

They trust us!

  • AI agents used by Assurance Maladie to simplify communication, automate frequent requests, and enhance user care and responsiveness.
  • Personalized support for Forem with DialOnce omnichannel chatbot
  • AI agents used by the French Tax Administration to automate user interactions, simplify administrative procedures, and improve public service quality.
  • AI agents deployed by the Ministry of Health to automate common requests, guide users, and improve access to healthcare services.
  • AI agents used by the City of Paris to automate recurring requests, improve service availability, and deliver a seamless user experience across all channels.
  • AI agents used by Enedis to automate recurring requests, streamline user journeys, and strengthen the efficiency of public services.
  • RATP revolutionizes urban travel with DialOnce omnichannel chatbot
  • 1001 Vies Habitat enhances tenant relations with AI agents
  • The city of Saint-Cloud streamlines its citizen services with DialOnce's artificial intelligence.
  • Discover how Bar-le-Duc’s city hall uses DialOnce’s AI to enhance citizen interactions, streamline contact resolution and optimize service channels.
Ensure seamless and continuous public services with an AI agent

A seamless and uninterrupted public service experience powered by AI

In an environment marked by increasing administrative procedures, growing citizen requests, and mounting pressure on human resources, the AI Public Service agent (next-generation AI chatbot) offers a concrete and scalable response to the challenges faced by public services. It helps to:

  • Handle standard requests at scale, such as registrations, file updates, or information inquiries to prevent front-office saturation.

  • Provide continuous support, day and night, to address urgent user needs, including during peak periods or exceptional events.

  • Connect and harmonize all points of contact, ensuring clear and consistent information regardless of the channel used by the user (phone, customer portal, chatbot, messaging).

  • Free up time for teams by automating routine administrative tasks, allowing them to focus on direct public action.

  • Strengthen the ability to respond to unforeseen events by facilitating the rapid mobilization of resources and supporting agile decision-making in the event of a major incident.

     

Demonstration

Integrations that fit every use case

  • Odigo boosted by DialOnce omnichannel chatbot integration
  • Partnership between Maiday and DialOnce to enhance omnichannel customer engagement with generative AI solutions
  • SharePoint partnership with DialOnce to structure content and power AI agents used in customer experience journeys
  • Salesforce and DialOnce: a powerful duo for omnichannel customer relations
  • Microsoft is connectable to DialOnce omnichannel chatbot
  • Integration of Genesys and DialOnce’s omnichannel chatbot for optimal customer service
  • Customer communication revolutionized by Axialys and the DialOnce omnichannel chatbot
  • Customer service optimization with Worldline and DialOnce omnichannel chatbot
  • Innovative contact management at Kiamo with DialOnce omnichannel chatbot

More efficient public services thanks to an AI agent

AI agents, visual IVR, and mailbots used in public services to manage user requests across channels by automating interactions based on context and timing.

Easily manage user requests with the help of AI

In public services, hundreds of requests arrive every day: documents to submit, appointments to schedule, information to verify... To manage these high volumes without increasing response times, AI agents can take over simple, repetitive tasks. With citizen-focused AI agents capable of engaging in more advanced dialogue than a chatbot, visual IVRs that redirect calls to digital paths (FAQ, chatbot,...) and tools that analyze and respond to emails (mailbots), users receive quick answers without having to wait for a human advisor to be available. Each tool operates based on the user's chosen channel (website, email, phone...), handling the request at the right time, seamlessly and without the user needing to repeat themselves.

The result: a smoother digital customer relationship, where users become active participants in their processes, and teams benefit from greater availability.

AI agents deployed in public services to automate simple tasks, route requests efficiently, and support human advisors on complex situations.

Lighten team workloads and strengthen the connection with users through AI

In public institutions, pressure on teams intensifies as requests continue to accumulate. A significant amount of time is still spent on simple tasks, at the expense of more sensitive situations that require attention, analysis, and expertise. As soon as a simple request is identified, an AI conversational agent automatically provides an immediate response. For emails, mailbots analyze the messages, sort them, and route them to the appropriate department, reducing manual processing. When a situation requires more in-depth analysis, AI can also assist human advisors by offering relevant context and tailored suggestions through the Augmented advisor agent.

The result: improved accessibility of public services, with advisors more available for critical cases and shorter response times.

Conversational AI agent built for public service, ensuring reliable, secure interactions fully compliant with GDPR and public sector ethics.

Reliable, secure, and compliant interactions

Every automated interaction must inspire trust, comply with regulations, and ensure accurate responses. Whether it's a report, a request follow-up, or an information need, the conversational AI agent handles queries in real time and guides users clearly. To ensure the quality and reliability of these responses, public services can rely on "LLM as a judge" approaches, which continuously monitor AI-generated content. These models detect inconsistencies, correct biases, and ensure a trustworthy AI, fully compliant with GDPR and designed to protect personal data.

The result: a more secure, more reliable digital customer relationship, aligned with public service standards of ethics and compliance.

AI agent tailored to public service needs, enabling user self-service, supporting advisors, and ensuring seamless experiences across all channels.

AI tailored to the challenges of public service

Improve efficiency without sacrificing quality thanks to an AI agent for citizens integrated into your systems. By understanding the intent behind requests through NLU, retrieving up-to-date information via RAG, and ensuring reliable exchanges through a trusted AI framework, this new AI chatbot adapts to each situation. The AI also connects to internal tools to streamline user journeys, avoid service interruptions, and autonomously handle simple requests. When human intervention is needed, the AI supports advisors with contextual analysis and clear recommendations, through an Augmented advisor agent that enhances responsiveness without sacrificing quality.

The result: a concrete development of self-care, enabling users to handle more tasks independently while allowing teams to focus on high-value cases.

AI at the heart of a more responsive and human-centered public service

  • Productivity

    +20% Reduced processing times thanks to automation

  • Satisfaction

    90% Satisfied or very satisfied users with the automated journeys

  • Calls avoided

    15% Rate of calls avoided through redirection to a digital journey

  • Reachability

    +30Pts Improvement in the rate of calls handled (via phone or digital) out of the total incoming calls

Ministry of Solidarities and Health improves reachability with DialOnce

Use Case - Ministry of Solidarity and Health

During the health crisis, the Ministry of Health faced a massive influx of calls. To ensure optimal reachability and maintain service continuity, DialOnce's visual IVR was urgently deployed. From the first call, users were directed to a clear digital interface that automatically guided them to the appropriate resources. This solution helped to relieve congestion on the lines, reduce waiting times, and allow advisors to focus on sensitive cases. The Ministry was thus able to maintain an accessible and seamless public service while promoting self-care through digital channels.

Read the case study
DGFIP enhances user experience with DialOnce's Visual IVR

Use Case - DGFIP

Faced with high demand on its telephone services, the DGFIP chose DialOnce’s visual IVR to simplify initial contact with users. From the first call, users are guided to a clear and intuitive interface, giving them direct access to the most common requests and procedures: tax consultation, online payments, appointment scheduling, or access to their personal account. This approach helped better distribute incoming requests by filtering out unqualified calls and efficiently guiding users, without mobilizing customer service advisors for simple inquiries. A clearer process, time saved for everyone, and a stronger digital relationship between users and the administration.

Read the case study

Our customers say it best!

  • The DialOnce solution had the advantage of offering several access modes to the Visual IVR, one of which I'd describe as automatic, and which won us over.

    AI agents used by the French Tax Administration to automate user interactions, simplify administrative procedures, and improve public service quality.

    Emmanuel Cardot

    Head of individual customer contact centers

  • Today, we are convinced that there is a causal link between the implementation of DialOnce and the recovery of our indicators.

    Le Forem enhances reachability with DialOnce's omnichannel chatbot

    Etienne Cornet

    Contact Center Director

Improve the user experience from the very first contact with DialOnce

For over a decade, DialOnce has been leveraging its French-made expertise to support public service players by improving user journeys and reducing the burden on teams:

  • AI expertise applied to customer service to deliver automated, contextual and high-performing experiences

    AI citizen agents to handle every customer interaction

    AI agents understand the intent behind each request even when it's implicit to provide a relevant response and guide the user to the right action through the appropriate channel. Connected to business tools, they handle recurring requests, freeing up teams to focus on more sensitive cases.

  • DialOnce’s made-in-France customer service expertise developed over ten years

    An enhanced user experience at every touchpoint

    The next-generation AI chatbot learns from each interaction and refines its responses based on user needs. This continuous adaptation helps improve support by making exchanges smoother for both advisors and users.

  • High-performance AI agents to automate customer journeys and improve operational efficiency across every channel

    AI agents connected to your business environment

    DialOnce solutions connect to your internal systems, supervision, field operations, customer service. Each deployment is tailored to your operational needs, streamlining interactions and supporting your teams. An agile AI, designed to grow with your goals.