Features
Cassie AI combines an AI phone assistant with operational workflows. The goal is simple: resolve more calls automatically, escalate urgent issues reliably, and give your team real visibility.
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
Always-on call handling
Answers every call, 24/7 (after-hours and overflow)
Natural conversation (optional multilingual support)
Collects details and confirms back to the caller
Transfers when needed — with safeguards
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
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
Knowledge base + council-specific answers
Custom knowledge base per tenant
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)
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
Call outcomes, transfer reasons, and trends
Tool usage reporting (what Cassie did per call)
Human review ratings and test-case tagging
Exportable logs for continuous improvement
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
See these features in action
Book a personalised demo and we'll walk through your top call scenarios — after-hours, emergencies, OH&S, payments, and more.
✓ Tailored to your organisation✓ Live call experience✓ No obligation