Case Study: City of Sydney improves resident support with VERSA's virtual assistant

City of Sydney diverts repetitive enquiries and improves 24/7 support with VERSA

The City of Sydney was facing mounting pressure on its contact centre, with staff overwhelmed by high-frequency, low-value enquiries that drained resources. Customers wanted faster answers, while agents were tied up with repetitive requests. The city partnered with VERSA to design a self-service solution to divert this traffic and improve satisfaction for both residents and staff.

VERSA implemented a conversational AI virtual assistant that deeply integrated with the City of Sydney's systems. The solution provided instant, 24/7 support for complex enquiries, diverting repetitive requests from the contact centre. This improved customer access to key information, enhanced staff satisfaction by reducing burnout, and delivered a seamless experience integrated within the city's Sitecore CMS and LivePerson interface.

City of Sydney