Microsoft Scenario Library Government Simplify resident inquiries with digital agents

Available with: Microsoft 365 Copilot and Microsoft Foundry

Government scenario: Simplify resident inquiries with digital agents

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Scenario

AI-powered digital agents unify information, automate responses, and enable seamless handoffs—making resident inquiries faster, more accurate, and available 24/7.

This approach ensures residents get fast, accurate, and accessible answers while staff focus on higher-value cases and agencies maintain compliance and transparency.

1. Resident asks a question on city website

A citizen uses an agent on the city’s website to ask questions about services. Residents receive instant, personalized guidance grounded in the latest, authoritative source.

Sample prompt: Where can I renew my driver’s license?

2. Resident asks follow-up questions

The agent remembers the context and provides relevant, personalized answers to any follow-up questions.

Sample prompt: Can you give me directions from [address]?

3. Agent provides answers in preferred language

Built-in multi-lingual capabilities mean the agent can provide translate answers for citizens—ensuring equitable service for diverse communities, meeting legal and ethical standards.

Sample prompt: Can you give me the directions in French?

4. Enable seamless handoff to human agents

When an inquiry requires human intervention, the digital agent creates a ticket and attaches the full conversation context. For unique or complex requests, the agent creates a ticket, attaches the conversation, and routes it to staff for follow-up.

Example prompt: I need a permit for a block party on my street. Can you help?

5. Agent provides links to relevant websites

After answering the resident’s initial and follow-up questions, the agent goes a step further by offering direct links to official city, state, or federal websites, online forms, and additional resources—empowering residents to take immediate action.

Sample prompt: Can you send me the link to the online renewal form for my driver’s license?

KPIs

Opportunity to impact key functional area KPIs

How Microsoft Copilot can help maintain budgets

Copilot can be extended into financial systems and other processes to bring data together and speed decision-making based on targets and trends.

Speed data analysis and reporting

  • Quickly analyze trends
  • Generate informative charts
  • Create strategy presentations

Inform your decisions

Improve your data

How Microsoft Copilot can help improve courtroom efficiency

Automate the tracking of Judicial utilization to uncover data insights and increase courtroom efficiency and transparency.

Task organization

  • Ensure critical tasks are addressed first
  • Track multiple deadlines

Save time

How Microsoft Copilot can help improve communications

Copilot streamlines employee creativity and collaboration, reducing the time and effort needed to meet communication demands and bolstering public trust.

Content creation

  • Ideate creative new ways to communicate
  • Tailored content to increase
    engagement and reach
  • Translation to expand global reach
  • Analyze effectiveness to update in real time

Task organization

Meeting insights

How Microsoft Copilot can help reduce procurement cycle time

Enable faster delivery timelines and contract compliance percentage rates to ensure contract terms and are met.

Optimizing Procurement Workflows

  • Reduce time spent on administrative tasks
  • Find knowledge and take action
  • Efficiently draft and format documents
  • Swiftly scan and summarize documents

Advancing Review

Facilitating Decisions

1Access Microsoft 365 Copilot Chat at m365copilot.com, or the Microsoft 365 Copilot Chat mobile app and set toggle to “Web”.

2Access Microsoft 365 Copilot Chat at m365copilot.com, the Microsoft 365 Copilot Chat mobile app, or the Microsoft 365 Copilot Chat app in Teams, and set toggle to “Work”.

3AI Agents allow Copilot to access your organization-specific apps. In the past this would have required an API call to get data from a system of record.

The content in this example scenario is for demonstration purposes only. You should evaluate how Copilot aligns with your organization’s business processes, regulatory requirements, and responsible AI principles.