A county government serving 1.2M residents processed 800,000 service requests annually across 12 departments. Average wait time at service centers was 45 minutes, and phone hold times averaged 22 minutes with a 30% abandonment rate.

The county's population included 35% non-English speakers across 8 languages, but translation services were available only by appointment. Online services handled only 15% of request types, forcing most residents to visit in person. Staff turnover was 28% due to repetitive, high-volume work.

The county needed multilingual, multichannel service delivery that could handle routine requests instantly while preserving human attention for complex cases.

The Solution

Agents that intake, classify, resolve, translate, and escalate across all channels

Vijan.AI deployed 5 agents. The Intake agent handles requests via web portal, phone, and in-person kiosks with natural language understanding. The Classifier routes requests across 12 departments using intent and entity recognition. The Resolver agent processes permits, licenses, payments, and status inquiries directly against government systems. The Translation agent provides real-time service in 8 languages. The Escalation agent transfers complex cases to human staff with full interaction history and recommended resolution paths.

Autonomous Agents

How each agent reasons, decides, and acts

Step 1 · Hub

Citizen Inquiry Agent

Unified Citizen Contact Hub

Acts as central orchestration point for all citizen interactions across phone, email, web, and in-person channels, autonomously routing requests to specialized agents and maintaining unified case history for analytics.

Input

Citizen requests from phone, email, web forms, mobile app, and walk-in centers

Output

Triaged requests routed to appropriate service agents with unified tracking

Calls CRM system to create unified citizen profiles aggregating interaction history across all touchpoints
Executes omnichannel router using NLU to classify intent as permit inquiry, complaint, FOIA request, or service question
Autonomous decision: route to specialist agents, escalate VIP cases, or resolve with self-service knowledge base
Distributes cases to all spoke agents and collects resolution data back for service quality analytics feedback

Step 2 · Permits

Permit & License Agent

Automated Permit Processing

Processes permit and license applications including building, business, and zoning requests, autonomously validating requirements and issuing approvals while reporting outcomes to the contact center hub.

Input

Permit applications with supporting documents and property information

Output

Approved permits with conditions or denial notices with appeal instructions

Queries permit portal to retrieve applications with fee payments, site plans, and compliance documentation
Calls GIS validator to check zoning compliance, setback requirements, and environmental restrictions
Autonomous decision: auto-approve simple permits, route complex cases to planners, or reject with deficiency list
Sends status updates and final decisions back to Contact Center Hub for citizen notification and tracking

Step 3 · Grievances

Grievance Redressal Agent

Complaint Resolution Management

Manages citizen complaints about services, code violations, and public nuisances, autonomously assigning to responsible departments and tracking SLA compliance before updating the hub with resolutions.

Input

Citizen complaints with descriptions, locations, and urgency levels

Output

Resolved cases with corrective actions and citizen satisfaction surveys

Opens cases in case management system categorizing by type such as potholes, noise, graffiti, service quality
Invokes SLA tracker to assign priority levels and dispatch to appropriate departments with deadline monitoring
Autonomous decision: auto-close duplicate reports, escalate overdue cases, or request additional information from citizen
Reports resolution timelines and citizen satisfaction scores back to Contact Hub for service improvement analytics

Step 4 · FOIA

FOIA Request Agent

Freedom of Information Processing

Processes FOIA and public records requests by searching records databases and applying legal exemptions, autonomously redacting sensitive information and notifying the hub of disclosure timelines.

Input

FOIA requests describing desired records and requestor information

Output

Released records with redactions or exemption justifications within legal deadlines

Queries records database using keyword search to identify responsive documents across departments
Executes redaction tool to automatically identify and obscure PII, law enforcement sensitive, and privileged content
Autonomous decision: release records, apply exemptions with justification, or request fee payment for voluminous requests
Sends fulfillment confirmations and estimated completion dates to Contact Hub for requestor communication

Step 5 · Navigation

Service Navigation Agent

Citizen Service Navigation

Helps citizens navigate complex government services by assessing eligibility, explaining requirements, and guiding through application processes, autonomously connecting to relevant programs and updating the hub.

Input

Citizen inquiries about available services, eligibility, and application procedures

Output

Personalized service guides with eligibility confirmations and next steps

Calls service catalog to retrieve comprehensive directory of programs across departments with eligibility criteria
Invokes eligibility engine to assess citizen circumstances against program requirements for benefits, permits, licenses
Autonomous decision: recommend specific programs, provide application checklists, or schedule appointments with specialists
Feeds navigation session outcomes to Contact Hub to identify service gaps and improve citizen experience metrics

Results

Measurable impact within 90 days of deployment

70%

Instant Resolution

70% of service requests resolved without human intervention. Average resolution time: 3 minutes vs. 45 minutes.

Languages Supported

Full service delivery in 8 languages without appointment-based translation. Accessibility compliance exceeded.

85%

Satisfaction Score

Citizen satisfaction improved from 52% to 85%. Complaints reduced by 60%.

$4.2M

Annual Savings

Staff optimized to focus on complex cases. Overtime eliminated. $4.2M in annual operational savings.

Implementation

From pilot to production in 12 weeks

Week 1-4

Agent Design & Tool Integration

Defined agent capabilities, connected ML model, rules engine, graph DB, and chargeback API tools. Configured orchestrator routing logic.

Week 5-8

Shadow Mode & Autonomous Tuning

Agents ran in shadow mode on 10% of transactions. Tuned decision thresholds, tool call parameters, and feedback loop retraining frequency.

Week 9-12

Full Autonomous Deployment

Production rollout across all channels. Agents operating fully autonomously with human-in-the-loop for critical escalations only.

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