Everything you need to transform your contact centre

Cassie AI combines an AI phone assistant with operational workflows. Resolve more calls automatically, escalate urgent issues reliably, and give your team real visibility.

24/7 availability

Always-on call handling

Answers every call with zero wait time. Natural conversation, multilingual support, and smart transfers when needed.

Emergency response workflows

Capture incident details and create a ticket

Notify on-call staff by SMS/Teams/email

Automatic escalation through the roster until acknowledged

Callbacks and updates recorded for auditability

OH&S lone-worker safety

Automatic check-ins for field staff

Welfare check SMS when overdue

Escalation to supervisors when no response

Dashboard visibility and audit trail

Knowledge base + council-specific answers

Custom knowledge base for your organisation

Bin collections, services, locations, FAQs, forms

Detects insufficiency and escalates appropriately

Continuous improvement loop using call review

Payments (FlexiPay)

Real-time balance enquiries

Payment plan options (weekly/fortnightly/monthly)

Secure SMS links for payment setup

Integrates with council systems (eNotices/FlexiPay)

Automated form submissions

Any form can become a voice workflow — Cassie collects the details and submits automatically

Eliminates data entry for callers and staff alike

Captures structured details for common requests (bins, roads, animals, permits)

Routes to the right team with full context — no re-keying required

Callback scheduling

Collects preliminary details to reduce time-to-resolution

Schedules callbacks and handoffs to the right team

Designed to integrate with Outlook/Office 365 and roster workflows

Audit-friendly: what was promised and when is traceable

Analytics, quality & continuous improvement

Call outcomes, transfer reasons, and trends

Tool usage reporting (what Cassie did per call)

Human call ratings — thumbs up/down quality review by your team

Test-case tagging to continuously improve AI responses

Custom dashboard with configurable widgets per user

Exportable logs for auditing and reporting

Live dashboard

Every call, every escalation, every outcome — in one place.

Cassie's dashboard gives your team a live view of what's happening on the phones right now. Active calls, recent transfers, on-call status, knowledge-base hits, and trends across the week — at a glance. Drill in to any individual call for the transcript, tools used, and outcome.

Real-time activity, system status, and recent calls

Drill-down on every call — transcript, tools, transfer reason

Call volumes, peak times, outcomes and team performance

Thumbs-up/down quality review and continuous tuning

Cassie AI dashboard — live activity and call metrics

Powerful analytics

Cassie AI analytics dashboard — AI time savings, quality score, calls-by-hour

AI time savings, quality score, call volumes by hour and day — pulled from real calls handled by Cassie.

Call detail drill-down

Open any call to see the transcript, the tools Cassie used, and where it transferred.

Integration-ready

Cassie AI is designed to integrate with your existing platforms using secure APIs. Whether you're a council, utility, or telco — the exact set of integrations depends on your environment and scope.

Account & identity verification via existing data sources (rates, billing, CRM)

Payments via FlexiPay (balance enquiries, payment guidance, secure links)

Scheduling and handoffs aligned to Outlook / Office 365 and rostering workflows

Notifications and escalation via Teams, SMS and email (where configured)

Outage management systems (check known outages, ETAs, affected areas)

Field crew dispatch and work order systems for emergency escalation

Objectives & key benefits

Reduce customer wait times with instant call answering

Improve staff efficiency by automating routine enquiries

Provide consistent after-hours service (and handle demand spikes)

Scale without needing to rapidly scale human resources