Transforming Call Handling with AI Voice Automation

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Introduction

Phone calls remain one of the most important service channels in local government. Residents call because they need help, want clarification, or cannot find information online.

But when staff receive the same questions all day, phone support becomes difficult to manage.

A local government organization implemented IGNA® Voice to improve call handling, reduce repetitive inquiries, and create a better resident experience.

The Challenge

Front-office teams were receiving high volumes of routine calls about office hours, department contacts, permits, trash schedules, payments, licenses, and meeting information.
Many calls required basic information. Others needed better routing to the right department.
Staff were spending too much time answering repeat questions, while residents sometimes experienced transfers, voicemail delays, or incomplete guidance.

The TechForGov Solution

IGNA® Voice was deployed as a phone-based AI support layer.
Residents could call and ask questions in natural language. IGNA® Voice provided guidance from approved information and helped route callers when human support was needed.

Key Capabilities

  • AI-powered phone assistance
  • Multilingual voice support
  • Call deflection for routine questions
  • Intelligent routing to departments
  • After-hours support
  • Call topic insights

The Impact

The organization improved access to phone support while reducing staff workload around routine calls.
Residents received faster guidance, and staff gained more time for complex service needs.

Key Outcomes

  • Reduced inbound call pressure
  • Improved caller experience
  • Better routing to the right department
  • More consistent information over the phone
  • Stronger after-hours support
  • Better insight into call trends

The IGNA® Difference

  • IGNA® Voice does not remove the human side of phone support. It helps handle routine questions and improves routing so staff can focus where they are most needed.

Ready to Improve Call Handling?

  • Start with the top 10 questions your team answers every day.
Want to see how IGNA® Voice could support your office? Request a short walkthrough with TechForGov.
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