Government Agency Deploys AI Concierge at Scale
A federal government agency deployed an Anthropic Claude-powered agentic assistant handling 10,000+ citizen queries per day — reducing processing time by 65%.
The Challenge
The agency was processing thousands of citizen enquiries daily through a manual triage process, resulting in average 5-day response times and significant staff burden. A scalable, auditable AI solution was needed within government security classifications.
Our Approach
We deployed a multi-agent system powered by Anthropic Claude, with a routing agent classifying queries, specialised agents handling common enquiry types, and a human-in-the-loop escalation pathway for complex cases — all hosted within the agency's AWS GovCloud environment with full audit logging.
Outcomes & Results
- 10,000+ citizen queries handled per day at launch
- 65% reduction in average query processing time
- 94% citizen satisfaction score in post-deployment survey
- Full ASD Essential Eight compliance maintained
- Manual triage workload reduced by 70% for agency staff
Anonymous
Government & Public Sector
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