Pilot · The Hills Shire Council
The first AI in their
Customer Service Team.
The Hills Shire Council (NSW) ran a pilot of Cassie inside their customer service team — and the numbers from that pilot tell the story.
The Hills Shire · NSW
Pilot complete
The Hills Shire Council
Local government · New South Wales
30%
of calls independently resolved by Cassie
17%
redirected to the right department
"
Cassie represents our first implementation of an AI solution within the Customer Service Team. Mark from Cassie AI made the process easy to understand, and his ongoing support and clear communication enabled a smooth and successful integration. Since implementation, Cassie has independently resolved approximately 30% of all calls and successfully redirected a further 17% to the appropriate department. I have been particularly impressed by her ability to de‑escalate challenging customer interactions and her evolving understanding of customer enquiries.
Sarah Geracitano
Team Leader – Lodgements & Enquiries, The Hills Shire Council
Proof points
~47% call deflection
Across resolved + redirected, Cassie removes nearly half the call load from the human team — without adding hold-time or rework.
De-escalation
Sarah specifically called out Cassie's ability to de-escalate challenging customer interactions — a notoriously hard skill, even for experienced staff.
Evolving understanding
Cassie's understanding of customer enquiries continues to improve in production — feedback loop from real calls drives ongoing tuning.