Smarter support.
Better outcomes.
How Devonport City Council is leading the way in AI-powered customer service with Cassie.
"The team made implementing Cassie incredibly easy. Their team handled all the complexity while keeping us informed, and we went live in record time. The level of support and responsiveness has been outstanding — they truly understand council operations."
Introducing Rose — 24/7 support for our community.
Many in our community already know Rose as the chatbot on our website, helping answer questions online. In mid-December, we expanded Rose's role by introducing her to our phone service as well. Rose is available to take calls 24 hours a day, seven days a week, so support is always available.
Rose is not replacing our Customer Service team. She assists with routine enquiries, helping callers get answers faster and allowing our staff to focus on more complex matters that need a human touch. This has already helped reduce call times and improve overall service.
If Rose can't answer a question, she transfers the call directly to Customer Service. Our staff can see a transcript of the conversation, so customers don't need to repeat themselves.
Devonport City Council is proud to be the first council in Tasmania to use this technology, created by Cassie AI. It's a practical, forward-thinking step that reflects our commitment to innovation and better service for our community.
Rose assists with routine enquiries, helping callers get answers faster and allowing our staff to focus on more complex matters that need a human touch.
The challenge
- Limited to business hours, creating gaps in service
- High call volumes and long wait times
- Repetitive questions took up valuable staff time
- Call data was difficult to access and analyse
- Customers often had to repeat information
The outcome
- 24/7 availability — support when the community needs it
- 43% of calls resolved by Cassie, instantly
- Routine enquiries handled automatically
- Real-time insights to optimise service and resourcing
- Seamless handover — transcripts provided, no repeat for customers
Full transparency
See full call details, reports, and logs — time of calls, what to transfer, and to whom. Transfer internal and external, seamlessly.
Payments made simple
Integrated with FlexiPay to check balances, set up direct debits, and make payments via secure SMS.
More time for what matters
Routine enquiries handled automatically — giving your team the time they need to help with what matters most.
Cassie works with your team and processes — not the other way around.
Real-time Dashboard
View live activity, system status, recent calls, and team metrics — all at a glance.
Powerful Analytics
Understand call volumes, peak times, outcomes, and team performance.
Knowledge Base & Intelligence
AI learns from your knowledge base to deliver accurate answers every time.
Cassie has made a noticeable difference. Our team can now focus on the conversations that truly matter, while Rose takes care of the rest.