SUMMETIX cuts city council response time by 90%

City councils handle thousands of citizen inquiries daily, often struggling with responding in a timely manner. With SUMMETIX ASSIST, one German city is transforming how it engages with residents — cutting response times by up to 90% and streamlining internal workflows.

Within just a few weeks — the council’s staff were fully onboarded. SUMMETIX ASSIST is also trained on their specific datasets. This ensured that AI-generated responses aligned with the city’s unique needs. In just the first month of usage, email response times reduced by up to 90%. In some cases, what previously took 15 minutes now takes just a few moments to draft. The implementation of SUMMETIX ASSIST gives staff time to focus on more complex requests.

Previously, contact centre staff manually consulted other departments to validate responses, leading to long email chains and delays. Now, SUMMETIX ASSIST centralizes approvals within a structured workflow. This reduces unnecessary back-and-forth and significantly improves turnaround times.

As the contact centre builds up a repository of correct answers to common questions, these answers are stored in a database. This data is accessible to all contact centre agents. Over time, the contact centre department builds a reliable database with key organizational knowledge.

Building on this success, the council is now exploring SUMMETIX PRO, – the powerful analytics and insights tool from SUMMETIX. With SUMMETIX PRO, the city will can analyze trends in citizen requests — such as identifying which areas generate the most service tickets. This information helps officials prioritize resources that make the most impact on local residents.

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