Simple implementation,
ready to use
How the plug and play process works in 3 steps:
1
High and
Personalization
Pre-trained base bot with general knowledge + specific information about the city council (services, fees, directories…)
2
Training
(3-4 weeks)
The CivitPhone team adjusts and trains the AI model with the specific data of the municipality, including accent if required.
3
White March
(2 weeks)
The bot answers real calls under the supervision of the CivitPhone team, which monitors and reviews the conversations and adjusts the system.
At 8 weeks, CivitPhone is 100% in production for the municipality and the city hall has continuous support
Schedule a visit to your City Hall; we will explain how CivitPhone can transform your relationship with the public.
Use cases
Test call
Small municipality (<20,000 inhabitants)
Need:
Answer calls outside of office hours without a staff member on duty, and automate frequently asked questions (garbage collection, registration, previous appointments…) to avoid overloading the small staff.
Solution with CivitPhone:
It offers 24/7 coverage without increasing the staff. It automatically answers the most common FAQs and only routes truly complex or urgent calls to staff. It provides simple monthly reports for the City Hall with metrics of the inquiries handled, demonstrating the improvement in service.
Typical indicators:
~55% fewer missed calls (due to off-hours service), citizen satisfaction index (NPS) improving by +18 points, reduced cost per consultation compared to the traditional model.
Medium-sized municipality (20k-100k inhabitants)
Need:
To decongest the 010 call centers (e.g., tax campaigns, school enrollment), improve response capacity during those times, and obtain data to improve services.
Solution with CivitPhone:
It handles peak call volumes in parallel, reducing wait times during peak hours. It channels processes: the bot can initiate processes (e.g., collect data for a process and send it to the appropriate area). A dashboard is provided where issues asked about and citizens’ sentiment can be analyzed, which helps the areas prioritize improvements or informational campaigns. Additionally, hybrid bot-agent flows are established.
Typical indicators:
~30% reduction in the Average Wait Time (TME) in the call center, 35–50% resolved inquiries in self-service without human intervention, and early detection of emerging demands (trends in questions) thanks to built-in analytics.
Great city (population > 100k)
Need:
Offer consistent multi-channel support (phone, WhatsApp, voice assistants), handle high volume of inquiries while maintaining quality, and integrate the solution with internal systems without disrupting service.
Solution with CivitPhone:
Multi-channel solution – phone, WhatsApp or smart speakers, ensuring a unified experience. Local linguistic variations (co-official language or specific municipal terminology). Coexists with existing systems: it integrates via APIs or data exchanges to obtain or record information, without replacing already in use systems. Smart alerts and advanced KPIs for decision-making in the City Hall (for example, alerts if there is a significant increase in queries about a critical issue).
Typical indicators:
~20% reduction in the average resolution time of calls by automating part of the conversations, 100% coverage 24/7 in information services, and a notable improvement in citizen satisfaction in subsequent surveys.
CivitPhone, in numbers
Attention
Continued coverage of citizen services
Missed calls
Reduction in calls that previously went unanswered
Self-service
Self-service in FAQs, questions solved without human intervention
FAQs
What is CivitPhone and what problems does it solve?
CivitPhone is a conversational artificial intelligence platform designed for municipalities. It acts as “virtual operator” Automatically answering citizens' calls 24 hours a day. Resolves problems such as overloaded lines (reduces wait times and missed calls) and the digital divide, as it allows anyone to obtain information without using the internet or apps, just with a call. Additionally, it provides data and reports to the municipality about the inquiries received, helping to improve public services.
What is needed to get started with CivitPhone?
Very little. Only an initial setup is required with your municipality’s information. Specifically, providing local FAQs, service listings, schedules, contact numbers for referrals, etc. With that, the CivitPhone team performs a quick onboarding with a base bot and personalizes the assistant for your municipality. The specific training takes about 3–4 weeks, and then there’s a 2-week onboarding to fine-tune. In short: in a few weeks, your municipality can have the service up and running, without any additional infrastructure on your part.
Does it comply with GDPR and where are the data stored?
Yes, CivitPhone fully complies with the GDPR. We implement all data protection principles: minimization (we only collect essential data and retain it for the necessary time), order processing agreements with our suppliers, and encryption of communications and stored data (in transit and at rest). The main infrastructure is hosted in the European Union[5], thus ensuring the legal requirements for storage within the GDPR territory. (More details in our Privacy Policy.)