How CivicReach Is Redefining Government Customer Service With Conversational AI

CivicReach: Transforming Government Customer Experience with AI

CivicReach, based in Raleigh, offers a new approach to government communication through conversational voice AI. Their tools help local agencies manage high call volumes and fragmented services by providing seamless, multilingual support and delivering real-time data insights.

Improving Government Communication

The goal of CivicReach is simple: make interactions between residents and local agencies more accessible, equitable, and efficient. Their AI tools assist government offices in handling calls smoothly without replacing the human touch.

Chip Kennedy, founder and CEO of CivicReach, explains, “Every resident deserves a respectful and accessible experience when contacting their local government. Our technology integrates easily with existing systems, allowing agencies to implement it quickly without extra downloads. This lets public offices focus on what matters most.”

Many local governments struggle with outdated phone systems and staff stretched thin by high call volumes. Residents often don’t know the right department to contact, creating frustration on both sides. CivicReach’s virtual call centers offer a solution that is cost-effective—up to 90% cheaper than traditional setups—and available 24/7 to address inquiries promptly.

Real-Time Insights and Multilingual Support

CivicReach provides government agencies with real-time data about call volumes and service trends. This information helps officials better understand community needs and respond more effectively.

Lindsay Avagliano, COO of CivicReach and recipient of the NC Technology Association’s NEXT TECH award, highlights, “Local government officials want to serve all residents better. Our tools enable that, one call at a time.”

By analyzing call data, agencies can move from reacting to issues to proactively improving service delivery. The platform’s multilingual capabilities ensure residents can access services in their preferred language, breaking down communication barriers and fostering inclusivity.

Quick Setup and Flexible Programs

CivicReach offers agencies affordable pilot programs to test their solutions before full deployment. “We collaborate with partners to develop a platform that fits their needs,” says Kennedy. “Once we identify what works, scaling up becomes straightforward.”

The company has successfully launched pilots with governments and social service agencies in Virginia and Texas. Their platform helps agencies answer live calls, reduce administrative workload, and provide actionable call data to leadership. The focus remains on increasing satisfaction for residents and staff alike.

Experienced Leadership

The CivicReach team combines expertise from government, technology, and communications sectors. This blend ensures their solutions are practical and effective. The company is positioned to change how government agencies connect with residents by focusing on meaningful, respectful communication supported by AI.

For government professionals interested in advancing their understanding of AI applications, resources like Complete AI Training offer relevant courses and certifications.