AI VOICE INFRASTRUCTURE FOR UK PUBLIC SERVICES
Residents should not queue twenty minutes to report a bin.
Prime Assist answers high-volume resident calls without a queue, logs service requests straight into your case management system with a reference number, and escalates vulnerability, safeguarding and emergencies to an officer immediately.
- No queue at peak
- Reference number given on the call
- Vulnerability escalation by design
- Accessible and auditable
My green bin has not been collected for three weeks.
I can raise that. Can you confirm the property address and postcode?
14 Alder Road, BS7 9PL.
Thank you. Missed collection raised for 14 Alder Road, reference MC dash 40912, passed to the waste team. You will get an update within two working days.
Can an AI voice agent handle council and public sector calls?
Yes, for high-volume transactional service requests. Prime Assist answers every resident call without a queue, verifies the property or account details you require, raises the service request in your case management system, and gives the resident a reference number before the call ends. Vulnerability indicators, safeguarding concerns, homelessness presentations and emergencies are escalated to a human officer immediately under rules you define, and every call carries a full transcript for audit and FOI purposes.
THE CALLS
The transactional calls that fill a contact centre.
Configured against your service catalogue, your verification rules and your escalation policy.
Missed collections and street issues
Raises the request against the address with a reference number given on the call.
Repairs reporting
Triages housing repairs against your priority definitions and raises the job to the right team.
Council tax and account questions
Answers the routine ones from your published information and routes anything about liability or arrears to an officer.
Appointment booking
Books officer appointments and assessments into real diaries.
Application status
Tells a resident where their application or case is up to from the status in your system.
Out-of-hours cover
Answers the night and weekend line, triaging emergencies to the on-call route.
Where it hands over. Vulnerability indicators, safeguarding concerns, homelessness presentations, domestic abuse disclosures, mental health crisis, anti-social behaviour with risk to a person, and any emergency: escalated immediately to a human officer under your rules. These calls are never resolved by the assistant.
A DAY ON YOUR PHONE LINE
Demand is predictable. Staffing for the peak is not affordable.
09:00
Monday morning queue
Every resident calls at once after the weekend, and the wait time becomes the story.
13:15
Repeat contact
Residents ring again because nobody told them what happened to the first request.
20:00
Out of hours
Emergencies and non-emergencies arrive on the same line, triaged by whoever is on call.
WORKED SCENARIO
A district council contact centre, 30,000 calls a quarter.*
BEFORE
- Peak-time queues of fifteen minutes or more
- Residents abandon and re-contact, inflating volumes
- Officers spend the day on requests a system could raise
- Out-of-hours triage handled by a small on-call team
AFTER PRIME ASSIST
- Every call answered immediately, no queue at peak
- Transactional requests raised with a reference given on the call
- Officers freed for complex and vulnerable cases
- Out-of-hours emergencies triaged against defined rules with full transcripts
0
queue at peak
All concurrent calls answered rather than held
Reference
given on the call
Cuts the repeat contact that drives a large share of volume
Every
request raised with a reference on the call
Replace with your own contact-centre data once measured
Model your own numbers on the calculator, or read every sector scenario side by side on the case studies page.
Illustrative scenario, not a customer result. Modelled on a contact centre where roughly 60 per cent of calls are transactional service requests and repeat contact. Figures are worked examples and will be replaced with named client outcomes as those are published.
YOUR STACK
Into the case management system, with an auditable trail.
Service requests, case notes and appointments raised in the systems your officers already work in.
Confirm your own tools before launch: any diary, CRM or practice system with an API, plus 6,000-plus apps through Zapier Anything with an API or a Zapier connector is in scope. All integrations
WHY THIS ONE
Built to pass a clinical safety audit. Pointed at the contact centre queue.
Public sector procurement asks the same questions the NHS asks: who is accountable for safety, where does the data live, what happens with a vulnerable caller, and can you show the audit trail. We already answer those in writing.
Defined escalation
It knows the edge of its remit and crosses to a human instead of guessing.
Audit trail as standard
Transcript, timestamps and actions on every call. Useful when a caller disputes what was said.
Writes into your system
Not an email you re-key. The outcome lands where your team already works.
UK-built, UK or EU hosted
a UK or EU processing region in the contract, and it understands UK accents, postcodes and dates.
Compare against answering services, IVR and in-house reception
QUESTIONS
Questions from public sector teams.
Ask us something elseHow does it handle vulnerable residents?
Vulnerability and safeguarding triggers are defined with you and escalate immediately to a human officer. The assistant does not attempt to resolve these calls.
Is it accessible?
It is a voice channel that answers immediately without a menu tree, which helps many residents who struggle with IVR. It works alongside your other channels, and existing accessibility routes stay in place.
Where is resident data held?
In the UK, by contract, with UK hosting and GDPR compliance. Records are written into your own case management system.
Can it support procurement and assurance?
Yes. We hold a clinical safety case under DCB0129 for healthcare deployments and can supply DPIA, security and assurance documentation for public sector processes. We hold ISO 27001 and Cyber Essentials Plus, are ICO registered, and can provide our SOC 2 Type II report and ISO 42001 AI management documentation under NDA.
Will it replace contact centre staff?
It absorbs transactional volume so officers handle complex and vulnerable cases. That is the business case we will help you build, honestly.
Can it work out of hours only?
Yes. Many deployments start as out-of-hours or overflow cover before extending to daytime peak.
Also built for
START WHERE YOU ARE COMFORTABLE
Three ways to test us. Only one of them involves talking to a human.
Buying voice AI on a slide deck is how people end up with something that fails on the first awkward caller. So we made the product itself the easiest thing to try, and put the commitment in your hands rather than ours.
Hear it for yourself, right now
Ring the line and talk to Prime Assist the way one of your callers would. Ask it to book you in, then try to catch it out. No form, no email address, no follow-up call from us.
Call +44 20 3747 7785We do not capture your number. Nothing happens afterwards.
Put a number on your missed calls
Enter your call volume and average job or appointment value. You get the arithmetic on what the unanswered ones are costing you, with the methodology shown so you can challenge it.
Run my numbersEmail only if you want the full report sent over.
Watch it handle your calls
Bring the three calls that waste the most of your team’s day. We run them live, in your sector’s language, and tell you honestly which ones we would not take. Five fields to book.
Book a demoNo card, no sales sequence, one human reply.
Most people do all three, in that order, and it costs them about twenty minutes in total. We would rather you tested the product than read our claims about it.
- DCB0129 audited
- UK or EU hosted
- Cancel any time
Answer the peak without staffing for it.
Bring your call category volumes. We will show you which lines Prime Assist should take first.
HEAR IT FIRST
Call +44 20 3747 7785 and put Prime Assist through its paces yourself before you book anything.