Modernizing Support for a
Large Public Sector Organization
A large public sector organization supporting multiple agencies and a diverse user base required efficient, scalable, and accessible support services. As demand grew for faster resolution times and improved user experiences, the organization identified an opportunity to modernize its service model using AI-driven support solutions.
Challenge & Objective
The organization needed a more scalable and responsive way to handle high volumes of user requests while improving access to support services and reducing reliance on manual service channels.
LEIDIT designed and delivered an AI-driven support model focused on reducing manual effort, improving response speed, strengthening request routing accuracy, and creating reusable conversational patterns that could be expanded across future voice and chat use cases.
AI-Driven Voice & Virtual Agents
Delivered under an accelerated 4-month timeline, LEIDIT implemented Now Assist Virtual Agent (NAVA) within ServiceNow and integrated it with the organization's existing AI telephony to create a unified voice and digital experience — enabling end-to-end conversational workflows that go far beyond a basic chatbot.
Secure SSPR (self-service password reset) available through both voice and chat — no agent required.
Real-time outage communication with automated incident creation, keeping users informed and tickets accurate.
Gateway issue identification and intelligent routing that sends each request to the right place the first time.
AI-guided technical troubleshooting across enterprise applications, walking users through resolution step by step.
Measurable Outcomes
The solution is live in production, supporting real users across the organization with a consistent, scalable experience.
LEIDIT helped a large public sector organization move beyond basic chatbot functionality to a fully AI-powered voice and chat service delivery model. The solution is live in production, supporting real users, and provides a scalable foundation for expanding AI-enabled workflows across the enterprise.
