# account_balance Citizen AQ Government _Agent-Powered /_ Government Service & Case Management - Streamline operations while improving the citizen experience - Extend your Salesforce environment with transformational AI capabilities - Tap data-driven insights to steer your agency's AI process evolution - Deliver with speed and accountability with Synaptic's Solution as a Service ## Key Capabilities Citizen AQ provides end-to-end automation the citizen service and support experience. Key AI agent capabilities include: ### Citizen Self-Service AI Agent - 24/7 conversational assistant for navigating programs, benefits, and services - Manages inquiries, triage, and guided actions - Escalation to human staff - aka "Citizen Concierge" ### Unified AI Search & Chat - A single intelligent agent for knowledge and live chat - Provides consistent, accurate information across channels and data sources ### AI Form Assistant - Guides citizens through complex digital forms - Simplifies form filling, improves completion rates, and reduces errors ### AI Submission Review & Recommendation - Real time AI review of case/form submissions based on policy and business rules - Generates policy-aware recommendations and responses ### Service Agent Copilot - Summarizes citizen history and details to accelerate understanding and response - Natural language and voice interface for case data management and reporting ### Knowledge Automation - Automatically identifies content gaps and recommends updates - Keeps citizen-facing documentation current and compliant ### Intelligent Routing - AI recommended case and form assignment - Adapts to case context, workloads, availability and priorities ### Reporting and Dashboards - Real-time visibility into key service delivery metrics and KPIs - AI agent performance tracking and effectiveness analytics - Natural language reporting and ad-hoc query ### AI Roadmap Analysis - AI assisted analysis of process efficiency and improvement opportunities - ROI-based roadmap recommendations for process, teams and technology ## Key Benefits Citizen AQ transforms government service delivery with measurable outcomes for citizens, agencies, and mission success. ### Faster, Better Service Delivery Accelerates response and resolution times for citizens. Reduces errors and improves consistency. Increases confidence in government service delivery. ### Greater Efficiency & Scalability Lowers cost per case through intelligent automation. Supports growing service demands without proportional headcount. ### Empowered Public Servants Frees staff from repetitive work so they can focus on higher-value service. Improves morale by reducing repetitive tasks. ### Visibility & Continuous Improvement Enables leaders to monitor metrics and performance throughout the service pipeline. Turns operational data into actionable intelligence for ongoing optimization. ## Frequently Asked Questions ### What is Citizen AQ? Citizen AQ is an agent-powered solution for Government Service & Case Management designed for government agencies. It provides end-to-end automation for the citizen service and support experience, streamlining operations while improving the citizen experience through AI-powered workflows and intelligent agents. ### What platform is Citizen AQ built on? Citizen AQ is built on Salesforce and Agentforce for Public Sector, providing a secure, scalable foundation for government AI operations. It extends your Salesforce environment with transformational AI capabilities and is FedRAMP certified for government compliance requirements. ### How does the Citizen Self-Service AI Agent work? The Citizen Self-Service AI Agent, also known as the "Citizen Concierge," is a 24/7 conversational assistant that helps citizens navigate programs, benefits, and services. It manages inquiries, triage, and guided actions, with the ability to escalate to human staff when needed. This provides consistent, accurate support across all citizen touchpoints. ### What are the key benefits of implementing Citizen AQ? Citizen AQ delivers faster, better service delivery by accelerating response and resolution times for citizens. It provides greater efficiency and scalability by lowering cost per case through intelligent automation. The solution empowers public servants by freeing them from repetitive work to focus on higher-value service, and provides visibility for continuous improvement through operational metrics and AI-driven insights. ### How does Citizen AQ help with form processing and submissions? Citizen AQ includes an AI Form Assistant that guides citizens through complex digital forms, simplifying form filling and improving completion rates while reducing errors. The solution also provides AI Submission Review & Recommendation, which conducts real-time AI review of case and form submissions based on policy and business rules, generating policy-aware recommendations and responses. ### What is the Service Agent Copilot? The Service Agent Copilot is an AI assistant that summarizes citizen history and details to accelerate understanding and response for government service agents. It provides a natural language and voice interface for case data management and reporting, helping agents work more efficiently and provide better service to citizens. ### How quickly can government agencies implement Citizen AQ? Citizen AQ is delivered as a Solution as a Service by Synaptic, accelerating time to value by 50%+ compared to traditional implementations. Our forward-deployed engineers steer the entire process from beginning to end, from process discovery to go-live transition, ensuring rapid deployment with accountability.