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The 2024 Inner Circle Guide on Chatbots and Conversational AI
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Download Free Report!Delivering fast and accessible service is essential in the public sector. Talkative unifies your support channels and knowledge into one AI-driven platform. With smarter support and advanced self-service, you’ll cut costs, boost efficiency, and deliver a seamless, inclusive CX for every citizen.
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Camden Council, a UK local authority, struggled with high call volumes and providing accessible support to a multilingual community. To address this, Camden introduced Talkative’s live chat and messaging, with real-time translation into 100+ languages, plus video chat. Integrated into Camden’s Mitel setup, this allowed residents to access real-time support in their preferred language seamlessly while reducing strain on Camden’s contact centre. As a result, Camden halved telephony demand and increased digital channel adoption from 0% to 41% within a year.
Allow citizens to find answers and resolve issues quickly with Talkative’s multilingual GenAI Chatbot. Integrated with your internal knowledge bases and backend systems, it can securely handle a wide range of public service queries 24/7 - from council tax to waste collection schedules - while adhering to data security requirements. For more sensitive or high-priority issues, the chatbot seamlessly escalates to the right team or agent, improving efficiency without compromising service quality or compliance.
Empower your advisors to resolve citizen queries quickly and accurately with Talkative’s AI-enhanced live chat. Agents receive real-time response suggestions, next-step recommendations, and instant access to organisational knowledge. This ensures fast, informed, and consistent support, improving resolution rates and service quality. With real-time translation into over 100 languages, Talkative’s chat channels enable your team to serve diverse communities effectively, ensuring every citizen receives seamless and accessible support.
Connect with citizens on their preferred channels while ensuring data security and compliance. Talkative’s AI-enhanced messaging allows public sector organisations to engage and support citizens across WhatsApp, SMS, and more in multiple language - all managed from a single agent console. Handle general service inquiries, appointment reminders, and status updates efficiently. Plus, you can send real-time notifications and alerts, such as service disruptions or emergency updates, to keep citizens informed and secure.
Provide citizens with expert, face-to-face support from any location with Talkative’s secure video chat. Use on-demand or scheduled video calls to offer guidance on housing services, benefits applications, and council services directly from your website or app (no downloads required). Agents can assist citizens with complex processes, answer detailed inquiries, and provide the same level of communication, expertise, and trust as an in-person meeting - all while ensuring secure and compliant interactions.
Minimise wait times and enhance citizen satisfaction with Talkative’s intelligent Voice AI. Our AI Voicebot can automate routine public service inquiries - such as council tax payments, benefit status updates, and appointment scheduling - in multiple languages. Integrated with your knowledge base and CRM, Voice AI delivers instant, accurate answers while smoothly escalating complex or sensitive issues to the appropriate team or advisor, ensuring fast and reliable support for every citizen.
Gain a clear view of operational performance with Talkative’s AI Analytics & Reporting. Track key metrics like resolution rates, response times, and citizen satisfaction with custom dashboards, real-time AI alerts, and sentiment analysis. Identify trends in service demand, spot gaps in your knowledge base, and uncover opportunities to improve service consistency and accessibility. With tools like AI Interaction Summaries, Insights Reports, and an AI Analytics Assistant, you can make targeted improvements that increase efficiency and deliver a more seamless experience for every citizen.
Connect Talkative with your existing systems to create a complete view of every citizen interaction. Talkative supports deep integrations with leading CRMs and contact centre platforms like Mitel - allowing advisors to access case histories, service requests, and citizen data in real time. This enables faster, more accurate resolutions and more personalised support. Seamless deployment reduces integration time and complexity by up to 50%, helping you unlock faster ROI and improve service delivery across all channels.
Safeguard sensitive citizen data and comply with public sector regulations. The Talkative solution includes compliant AI, data masking, and compliance with PCI, WCAG 2.2, and GDPR regulations. Features like Single Sign-On (SSO), Multi-Factor Authentication (MFA), and granular permission controls ensure that only authorised personnel can access sensitive information. With data sovereignty controls and proven experience working with government organisations, Talkative helps you deliver secure, compliant service without compromising efficiency or citizen trust.
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