Follow UP Incoming

Have a question about a previously reported incident? Our system allows you to easily follow up on its status and receive updates on the resolution process.

Follow-Up Call Flow – Incoming: Overview

This diagram illustrates how the GovServe AI Agent handles a follow-up call from a constituent regarding a previously reported incident. The process is automated and multilingual, using real-time translation to recognize the caller, retrieve past incident information, and provide a status update.

Like the initial flow, it concludes with a call summary and optional personalized video, while also allowing optional updates to the Work Order System if progress or resolution has changed.

Detailed Step-by-Step Analysis: Stages A-B

Note: All Processes can be modified to meet business requirements

Before Call Pickup

This is a pre-call automation step that kicks in as the AI recognizes the incoming call.

Identify Caller: The system uses caller ID or voice ID to recognize who is calling.

It matches the caller to their records in the system using a database query.

Locate Last Incident: Based on the caller’s identity, the system retrieves their most recent reported issue.

This allows the AI to proactively reference the issue before speaking with the caller.

Multilingual Support: Real-time translation ensures the AI can present the update in the caller’s preferred language.

Purpose: To provide a fast, informed response without requiring the caller to re-explain their issue.

Update Database

What Happens: After the call, the AI logs the interaction, including the summary, any changes to issue status, and new constituent feedback. If applicable, the system also triggers a personalized AI video response (optional), with translated voice and/or subtitles.

Purpose: Ensures all records remain current. Maintains transparency and provides a clear audit trail for the councilman and city staff.

Key Strengths of the Process:

Instant Recognition: Constituents don’t have to repeat themselves—AI pulls up past reports automatically.
Efficient Updates: AI delivers the latest status in the constituent’s language.
Clear Documentation: All updates are logged and optionally summarized or escalated.
Optional Human-Like Follow-Up: Personalized video messaging builds trust and demonstrates responsiveness.

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Our Mission:

To empower public servants with intelligent, always-on communication tools that elevate constituent service, reduce administrative burden, and restore trust in government through responsive and reliable AI-powered engagement.