Background
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
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.
Objective
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.
Solution
Successfully delivered under an accelerated 4-month timeline, LEIDIT implemented Now Assist Virtual Agent (NAVA) within the ServiceNow platform and integrated it with the organization’s existing AI telephony capabilities to create a unified voice and digital experience. The solution introduced AI-driven conversational workflows that go beyond basic chatbot interactions, enabling end-to-end processes such as:
Deployed across 14 organizations, the virtual assistant supports natural, conversational interactions across a broad user base.
Business Value & Impact
- Enabled AI-powered self-service across channels, reducing live agent calls by ~12% and lowering service desk workload
- Reduced reliance on manual ticket handling and support workflows
- Improved first contact resolution rates through guided, conversational support
- Centralized support across 14 organizations while maintaining a consistent user experience
- Established a scalable, sustainable foundation for AI adoption and expansion through reusable architecture and structured knowledge transfer
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.
