Requests used to arrive by phone, email, web form and front counter — then wait on a clerk to sort, acknowledge and forward each one. This gives the hall a single view of every request and where it sits. Behind it, an AI intake agent takes each new request the moment it lands, routes it to the right department, sends the acknowledgement, and escalates the ones that need a decision.
Requests came in every way at once — phone, email, the web form, the front counter — and each one waited on a clerk to read it, work out which department owned it, acknowledge the resident, and forward it on. Things got lost between departments, residents didn't hear back, and no one had a view of the whole queue.
One request desk with an AI intake agent, built on the Microsoft 365 the town already runs. The agent reads each new request, routes it to the right department, sends the acknowledgement, and asks for anything missing — while a person handles the ones that need a decision. No new portal for residents to learn, nothing waiting on a clerk to sort.
Every request acknowledged quickly and routed to the right team, the routine ones handled end to end, and the ones that need judgment escalated instead of lost. Clerks get their days back for the work that actually needs a person — and residents hear back. The data stays in Canada.
"Is the pothole on 5th a Roads thing or Public Works? And did anyone reply to him?"
One request, one owner, acknowledged and routed — with an agent keeping it moving.
Behind the calm queue, an AI agent works every new request the moment it lands — reading it, routing it, and acknowledging the resident. It only stops for a person when a request needs a real decision.
When a request can't be routed yet, the agent picks the resident, and drafts an Outlook email that names the exact details still needed. You confirm before anything goes out — nothing sends on its own.
Sign in with a town Microsoft 365 account. Requests and documents live in your existing SharePoint, acknowledgements go out through Outlook, and departments come from the directory — no parallel system to maintain.