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projectGives agents a grounded, searchable knowledge base built on Gemini.
311 call centre agents are often overwhelmed by a vast and growing volume of queries, requiring them to manually search through hundreds of complex, highly conditional policy scripts and disparate knowledge base articles. This reliance on manual search contributed to extended average call handling time and a training period for new agents that could last several months.
An AI-powered retrieval system using the Gemini suite to build a centralized, grounded knowledge base for 311 agents. Delivered using open-source tools and existing budget.
Reduces average call handling time, boosts agent productivity and training efficiency, and delivers faster, accurate service.
Currently in development -- not yet operational
Launch year: 2026
Connect with 500,000+ public servants solving your hardest challenges.
Connect with 500,000+ public servants solving your hardest challenges.
Help public servants worldwide learn from your work, what worked, what flopped and what you'd do differently
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