Knowledge Base for a City Service Sample

Here is a sample knowledge base outline tailored for an AI-powered voice agent designed to assist with city services and departmental operations. This structure covers both inbound and outbound calling scenarios.

Knowledge Base for City Services AI Voice Agent

1. General Information

• City Overview:
  • Name, Population, Geographical Area, Major Landmarks.
• City Departments:
  • List of departments (e.g., Public Works, Health Services, Transportation, Utilities, Emergency Services).
• Operating Hours:
  • Office hours for departments, holiday schedules.

2. Inbound Calling Scenarios

A. Service Requests

• Common Requests:
  • Streetlight repair
  • Pothole reporting
  • Waste collection complaints
  • Water and electricity issues
• Information Required:
  • Caller’s name
  • Contact details
  • Detailed description of the issue
  • Location of the issue (e.g., address or intersection)

B. Bill Payments

• Supported Payments:
  • Utility bills, Property taxes, Parking fines.
• Process:
  1. Verify identity (e.g., account number, address).
  2. Provide outstanding balance.
  3. Accept payment via credit card or provide instructions for other methods.

C. Event Information

• City Events:
  • Community meetings, festivals, construction updates.
• FAQs:
  • Dates, times, and locations.
  • Road closures or parking availability.

D. Emergency Assistance

• Non-Emergency Issues:
  • Provide guidance on contacting appropriate services.
• Escalation:
  • Direct calls to emergency services for life-threatening situations.

3. Outbound Calling Scenarios

A. Appointment Reminders

• Departments:
  • Health (vaccinations, clinic visits).
  • Utilities (meter reading appointments).
• Details Provided:
  • Date, time, location, and rescheduling options.

B. Service Follow-Ups

• Examples:
  • Status updates for reported issues (e.g., “Your pothole repair is scheduled for next week.”).
• Information Required for Verification:
  • Reference number or case ID.

C. Public Announcements

• Scenarios:
  • Emergency weather warnings.
  • Water outage notifications.
  • Community event invitations.
• Message Structure:
  • Brief and clear information.
  • Instructions for follow-up if necessary (e.g., call this number for details).

D. Surveys and Feedback

• Use Case:
  • Collect feedback on city services.
• Script Example:
  • "We’d like to ask a few questions about your recent experience with [Department/Service]. It will only take 2 minutes."

4. Knowledge for Handling Escalations

A. Escalation Triggers

• Unresolved Issues:
  • Caller requests a supervisor.
• Policy-Restricted Actions:
  • Payments exceeding set limits, authorization requirements.

B. Escalation Process

• Details Required:
  • Caller details and issue summary.
• Forwarding:
  • Connect to appropriate department or live agent.

5. FAQs for Automation

General FAQs

• How do I apply for a building permit?
  • Direct to online portal or provide department contact.
• Where can I report a noise complaint?
  • Provide department hotline or online form.
• What are the city’s recycling rules?
  • Outline accepted materials and collection schedules.

Technical FAQs

• How do I reset my online account password?
  • Instructions for self-service or contact number for IT support.

6. Continuous Improvement and Updates

• User Interaction Monitoring:
  • Identify common queries and refine the knowledge base.
• Feedback Collection:
  • Use caller feedback to expand and update content.

This sample provides a foundational structure for the AI-powered voice agent's knowledge base. It can be expanded with specific policies, procedures, and city-specific details. Let me know if you'd like a deeper dive into any section!