Your contact centre handles thousands of calls that shouldn’t need to happen.
The contact centre absorbs the friction of the whole council — every department’s failure to resolve upstream generates a call. Repeat calls and avoidable contact. Manual triage. No effective self-serve. Staff turnover and recruitment pressure. AI chatbot pilots that handled FAQs but never progressed to real resolution.
Most AI vendors sell you a front door. Your problem isn’t at the front door.
Most council AI vendors offer you a chatbot that deflects calls. It handles FAQs, tells people where the recycling centre is, links them to a web form. That’s fine as far as it goes — but it doesn’t go very far.
Most contact centre cost isn’t at the front door. It’s in the failure demand that arrives because the back office didn’t resolve the problem in the first place. A parent chasing an EHCP that’s three months late. A resident calling about an FOI request that should have been answered two weeks ago. A carer ringing because the needs assessment never arrived. These calls don’t get deflected by a chatbot. They need the problem fixed upstream.
You need resolution, not deflection.
We don’t just sell contact centre AI. We run contact centres.
Most vendors pitch from the outside. We operate from the inside. Real contracts, real volumes, real staff — not theoretical.
They sell you a front door. We sit across both doors.
Here’s the difference. A conversational AI vendor can build you a chatbot that deflects calls at the front door. Some of them are good at it — ICS.AI, for example, have 21 AI assistants and report 43% call deflection at Derby City Council. We’ll be honest: on conversational AI specifically, they are further ahead than us.
But deflection only works on calls that didn’t need to happen because the citizen lacked information. Most of the expensive calls — the ones that drive repeat contact, complaints, and staff burnout — happen because something in the back office didn’t get done.
EHCP Genie stops the phone ringing about late EHCPs. It’s live in 40 councils, cutting drafting time by 80%, getting plans issued faster so parents don’t need to chase.
Needs Assessment Genie stops the phone ringing about delayed assessments. 300+ social workers using it, assessments completed faster, fewer families left waiting.
FOI Genie stops the phone ringing about overdue FOI requests. In development — targeting the 20-day statutory deadline that drives avoidable contact when it’s missed.
That’s the differentiator. We don’t just handle calls. We fix the reasons people call. And we’re building the front door too — an AI-powered intelligent triage layer is in development. The combination of front-door AI and back-office resolution is something no other vendor can offer, because no other vendor sits across both.
Products for customer services
An AI front door that’s emerging. And back-office AI that resolves the root causes of avoidable contact.
AI Front Door
Intelligent triage and citizen self-serve agents. AI that understands what a caller needs and either resolves it directly or routes them to the right person with full context — not a phone tree, not a generic chatbot. This is in development. It’s not yet at the maturity of our proven Genie products, and we won’t pretend otherwise.
In development. Register your interest to shape the product.
Back-office AI that stops calls happening
The calls your contact centre handles are symptoms. The Genie products treat the cause. Faster EHCPs mean fewer parents chasing. Faster assessments mean fewer carers ringing. Faster FOI responses mean fewer complainants escalating.
- EHCP Genie — 40 councils, 80% drafting time saved
- Needs Assessment Genie — 300+ social workers, Wigan
- FOI Genie — in development
Tell us what’s driving your call volumes — the repeat contacts, the failure demand, the channels that aren’t working — and we’ll show you what we’ve built at Bolton, Sefton, and Wigan. One day with your team. No commitment beyond the conversation.
Discovery Days are free. We ask that your head of department sponsors the session and brings the people who can make decisions and make things happen.
Or email us directly: info@agilisys.co.uk