Use cases
Cassie AI is purpose-built for organisations that manage high call volumes, strict service expectations, and after-hours incidents.
Where Cassie AI fits
Peak call volumes and seasonal spikes
Small customer service teams with limited capacity
After-hours service expectations and urgent incidents
Accessibility and language needs across diverse communities
Local Government customer service
Handle high-frequency enquiries (rates, bins, services, forms) without long queues. Cassie resolves routine questions and escalates complex matters to the right team with context.
Rates enquiries and payments
Verify caller details (where required), provide account information, guide through payment options, and support payment plan conversations.
After-hours duty officer support
Capture incident details, create a ticket, notify the on-call roster, and keep escalating until someone acknowledges. Reduce 3am manual callouts.
Water Authorities
Burst mains, leaks, outages, pressure issues — Cassie can triage, collect location info, capture callback numbers, and kick off emergency workflows instantly.
Energy Utilities (Power & Gas)
Power outages, gas leaks, meter readings, connection requests — Cassie triages urgency, captures location details, and escalates emergencies to field crews immediately.
Telecommunications
Service outages, connection issues, plan enquiries, fault reporting — Cassie handles high call volumes, provides account information, and routes technical issues to the right team.
Field operations & OH&S compliance
Lone-worker check-ins, welfare checks, escalations, and audit logs — integrated into the same operational flow that starts with a call.
Bookings and facilities
Capture booking details (date/time, location, purpose), answer common venue questions, and route bookings to the right workflow depending on your systems.
Service requests
Log common requests such as missed bins, animal issues, road defects, and maintenance matters by collecting the right structured details and passing them to the right team.
Common outcomes
Reduced call handling pressure on customer service teams
Improved emergency response times after-hours
Better transfer success (office hours + public holidays aware)
Improved OH&S safety workflows for lone workers
Example call scenarios
"How much do I owe on my rates?" → collect account details and guide the next step
"I need more time to pay." → explain options and capture details for follow-up
"There's a pothole / missed bin / stray dog." → capture location + details and route appropriately
"I need to speak to planning." → capture context and schedule a callback/handoff
"My power is out." → confirm location, check for known outages, escalate to field crew if needed
"I smell gas." → immediate priority escalation with location capture and safety guidance
"My internet is down." → troubleshoot basics, capture fault details, route to technical support
"I want to upgrade my plan." → capture account details and transfer to sales with context