Get the whitepaper A practical guide to reducing repeat enquiries, easing the load on your team and making better use of AI.
Inside the whitepaper
For council customer service and IT leaders.
“With CentrePal, some agents are on the phone within the same week they start.”
CentrePal for local government
CentrePal is an AI-powered customer engagement platform for Microsoft Teams. It brings calls, email and web chat into the workspace your people already use, with the information and AI assistance they need to move enquiries forward.
Route enquiries by skills, availability or caller history, so residents reach the team best placed to help.
Connect your CRM to give staff access to resident records and previous interactions while they handle the enquiry.
What changes for your council
The difference shows up in the everyday work: who answers, what they know and how much is left to do afterwards.
For residents
Intelligent routing and interaction history help staff understand why someone is calling and what has already happened. Give your team a better chance of resolving an enquiry at the first point of contact.
For your team
AI can surface relevant information and prepare call summaries for review. Staff spend less time searching for answers and reconstructing conversations, with more room to listen and help.
For service leaders
Spot conversations that may need support while they’re happening. Use summaries, sentiment and reporting to understand repeat enquiries, coach staff and identify where a council process is causing frustration.
Explore these ideas in the whitepaper.
Download the whitepaperAfter-hours enquiries
Answer using council information.
Capture the details for your team.
Follow the pathway your council has set.
Illustrative pathways, configured around your council’s services.
AI with a practical job to do
Residents still have questions when your team has finished for the day. CentrePal’s AI can answer routine enquiries, capture requests for follow-up and follow the escalation pathways your council defines.
Use AI for everyday questions, such as rates due dates and service information.
Set when an enquiry should pass to your team, be captured for follow-up or follow an after-hours escalation path.
Build on your Microsoft investment
Bring customer engagement into Teams and connect it with the systems your council relies on. Start with today’s priorities, then extend how you use AI.
Give staff a familiar place to manage enquiries and collaborate with colleagues across the council.
Bring CRM information into the conversation and update call flows as services, teams and demand change.
Staff can review AI summaries, while your council sets routing and escalation rules for self-service.
Explore six common service challenges and where a change could make the biggest difference for your residents and your team.