AI phone assistant for
public authorities.
Your AI phone assistant answers citizen enquiries around the clock, books appointments, points people to the right department with the right documents and routes complex cases to a caseworker — so the counter stays clear and the backlog stops growing.
The Problem
Where public services lose citizens between the counter and the phone
Overloaded lines, frustrated citizens and a stretched team — a structural problem that the phone makes worse.
Permanently engaged lines
Citizens try for hours to get through. A busy tone and an endless hold queue are the norm, avoidable trips to the counter follow, and trust in the service quietly erodes.
A majority of calls never reach a caseworker
Caseworkers stuck on the phone
Staff spend half the day answering one-sentence questions instead of processing actual cases. The casework backlog grows precisely because the phone never stops.
~50% of work time goes on phone enquiries
Wasted trips to the counter
Wrong department, missing documents, a closed counter — citizens make avoidable in-person visits because no one was free to inform them properly beforehand.
~30% of counter visits are avoidable
Vacancies and rising workload
Posts stay unfilled for months and the remaining team carries the load. Phone pressure pushes absence and burnout up, which leaves even fewer people on the line.
Public-sector vacancies are widespread
The Solution
Appointments, routing and document.
The Solution
Appointments, routing and document.
Appointments booked by service
Identity-document services, registrations, civil-registry and licensing appointments are booked by service type and department, with the required documents listed up front so nobody arrives unprepared.
The right department, first time
The assistant identifies the citizen's concern and gives the responsible department, the location, the opening hours and what to bring — so people reach the right place instead of the wrong queue.
Forms and documents explained
Which form is needed, where to get it and what to bring is explained in full on the call, so counters are freed from basic queries and visits actually result in a completed task.
Every line answered at the peak
When hundreds of citizens call at once — a deadline, a new scheme — every call is answered in parallel, with no engaged tone and no citizen left redialling.
Barrier-free, multilingual access
Citizens are taken in their own language, with plain-language explanations on request, making the service genuinely reachable regardless of language or confidence on the phone.
Complex cases routed to a caseworker
Matters that genuinely need a person are routed to the responsible caseworker with the concern already captured, so the call-back is productive rather than a fresh start.
Citizen service around the clock
Information and appointments are available in the evenings, at weekends and on holidays, so working people are not forced to call during their own working hours just to reach the office.
Built for citizen data
Calls, transcripts and citizen details are processed exclusively on EU servers, GDPR-compliant, with a signed Data Processing Agreement and technical and organisational measures appropriate for personal data.
Configured to your administration
Departments, responsibilities, opening hours and forms are all yours to set — it fits any administrative structure, from a single office to a whole authority.
Accessible to everyone
Multilingual answering and plain-language explanations make the administration reachable regardless of language skills or how comfortable a citizen is using the phone.
Which bhomy modules
The right bhomy modules.
Citizen enquiries need reliability, not a busy tone — two bhomy modules secure citizen contact and back office.
Daily Routine
From the pre-opening appointment to the after-hours enquiry
What really happens to the citizen-service phone across a single working day.
A registration appointment before opening
A citizen calls to book a vehicle or residence registration. The assistant lists the documents to bring and books the slot — before the office has opened for the day.
Morning peak, fifty calls at once
Appointment requests, department questions and document queries all land together. The assistant handles them in parallel while the counters serve the in-person visitors.
Counters stay clear for in-person visitors
Caseworkers focus on the people at the counter while the assistant carries the phone load — no one has to choose between the queue in the room and the queue on the line.
An after-hours enquiry in another language
A citizen asks about a registration process in their own language. The assistant explains the steps and the documents and books a consultation for the week.
Availabilitywentfrom"tryagainlater"toalwaysanswered.Citizensgettherightdepartmentandtherightdocumentsthefirsttime,farfewerturnupatthecounterunprepared,andourcaseworkersfinallyspendthedayoncasesinsteadofrepeatingthesamefiveanswersonthephone.
FAQ
Frequently Asked Questions.
Continue in the docs
Concrete guides that pair with this topic..
- QuickstartBuild your first AI voice agent in under 10 minutes: create an account, configure the agent, connect a number, and run a test call.
- FAQ ManagementMaintain FAQ entries from the dashboard: question, answer, synonyms, categories, and multi-language variants.
- Call TransfersSet up warm and cold transfers to humans: trigger conditions, target numbers, context hand-off, and SIP-trunk wiring.
- Common Issues & SolutionsResolve the most frequent issues fast: poor audio quality, wrong language detection, transfer failures, and KB gaps.
Ready to make citizen service reachable — around the clock?
See how BHOMY answers enquiries, books appointments and routes complex cases at any hour — without adding to your caseworkers' phone load.