Reception agents within municipal services manage on a daily basis a high volume of public inquiries : nursery registrations, recreation centers, association requests, or administrative mail. This processing, while essential to the quality of public service, required significant time to sort requests, verify attachments, and ensure personalized follow-up.
DINA supports teams in this management by automating the analysis, qualification, and response to public inquiries:
- Automatic reading and classification of mail and forms according to their subject (registration, subsidy, authorization, etc.)
- Extraction of key information: name, requested service, date, type of request, supporting documents
- Verification of file completeness according to defined criteria
- Generation of acknowledgments of receipt or adapted messages (request for additional information, redirection to another department)
- Seamless transmission to the relevant departments for efficient processing
Benefits
- Reduction in response times for users
- Better organization of incoming flows with consistent monitoring
- Fewer repetitive tasks for agents, allowing them to refocus on complex cases or direct interactions
- Overall improvement in the quality of customer service and public relations
DINA leverages advanced Natural Language Processing (NLP) and document recognition capabilities to analyze public inquiries received by mail, email, or submitted forms. It classifies and prioritizes requests based on their nature, extracts key data (identity, subject, attachments), verifies file completeness using business rules, and then automatically generates standard responses (acknowledgment, additional request, reorientation). Data is transmitted via API to the relevant departments or integrated into CRM tools, ensuring fluid, traceable, fast processing that complies with the user relations policy.