cityofadelaide.com.au · Customer Experience Innovation 8203 7203 · 8:30am–5pm weekdays
AI-Powered Resident Services

What if residents could get instant answers,
any time they need them?

This demonstration explores how AI-powered voice and chat could work for the City of Adelaide — giving residents faster, more accessible service without replacing the people behind it.

Try the voice assistant Open the chat assistant
24/7
Availability
<3s
Response time
AI
NLU powered

A conversation worth
having with your team

This demonstration has been put together to show what AI-assisted resident services could look like in practice — not as a finished product, but as a starting point for the right conversation. The technology is proven, the use cases are real, and the goal is to understand whether it fits the way the City of Adelaide serves its community.

About this pilot

This is a live technology demonstration for the City of Adelaide. The AI assistant is powered by Cognigy Voice Gateway and NiCE CXone — the same platform trusted by government and public sector organisations across Australia. No personal information is stored from this session.

Choose your channel

● Live and ready
WebRTC · No app required
Voice channel
Talk to our AI assistant

Speak naturally with our AI-powered voice assistant directly in your browser. No phone call, no app download required — real-time voice with live transcription, powered by Cognigy Voice Gateway.

Live voice Transcription NLU
Digital · All devices
Chat channel
Chat with our AI assistant

Type your enquiry and receive instant responses from our AI assistant. The same intelligent agent as the voice channel, available on any device. Powered by NiCE CXone digital engagement.

Instant response All devices Escalation

How it works

Enterprise AI infrastructure
01 / 03
Resident contacts the assistant

Via voice in the browser or the chat widget, the resident's enquiry is received in real time. No hold queues, no business-hours restrictions.

02 / 03
AI understands and responds

Cognigy's natural language engine interprets the intent behind the request and provides an accurate, contextual response — just like a knowledgeable council officer.

03 / 03
Seamless handover when needed

Complex or sensitive enquiries are escalated to a live council officer via NiCE CXone — with full conversation context transferred, so residents never have to repeat themselves.

Benefits for Adelaide

Why AI-assisted service?
24/7 availability

Residents can access council information and lodge requests at any time, including evenings, weekends and public holidays.

Reduced wait times

Automated responses handle high-volume, routine enquiries instantly — freeing council staff to focus on complex resident needs.

Consistent service quality

Every resident receives the same accurate, up-to-date information regardless of which channel they use or when they contact us.

Scalable contact handling

The AI platform scales effortlessly during peak periods — natural disaster, rate notices, or events — without additional staffing.

Hi, I'm Amanda, your City of Adelaide advisor. Click the call button to speak with me.
Amanda, AI assistant
Amanda
City of Adelaide
AI Customer Service Assistant
nrg✦