Smart and personalized user journeys:
the omnichannel AI agent adapts to each request (registration, change of status, social assistance) to guide the user clearly and personally
An AI agent available at all times:
connected 24/7, the agent responds in real time to user requests, whether it's a change of status, a complaint, or an urgent need
Time saved for both users and teams:
simple and recurring requests are handled automatically by the AI agent, reducing wait times and easing the burden on advisors
Make the most of your agents' expertise:
freed from repetitive tasks, your advisors can focus on complex outages, technical emergencies, and high-impact incidents
Ensure seamless service continuity across all channels:
with the omnichannel AI agent, users can move from one channel to another without disruption, for simplified, consistent, and tailored interactions
In an environment marked by increasing administrative procedures, growing citizen requests, and mounting pressure on human resources, the AI agent offers a concrete and scalable response to the challenges faced by public services. It helps to:
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 conversational AI agents (chatbots), 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.
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 agents more available for critical cases and shorter response times.
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.
The result: a concrete development of self-care, enabling users to handle more tasks independently while allowing teams to focus on high-value cases.
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 agents 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.
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 agents for simple inquiries. A clearer process, time saved for everyone, and a stronger digital relationship between users and the administration.
"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."
"Today, we are convinced that there is a causal link between the implementation of DialOnce and the recovery of our indicators."
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 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.
The AI agent learns from each interaction and refines its responses based on user needs. This continuous adaptation helps improve support by making exchanges smoother for both agents and users.
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.
