The agent handles the everyday 311-style requests that fill your phone lines: a pothole or streetlight report, trash and recycling schedules, parking questions, facility hours, and "who do I talk to about this." It logs the request, gives the resident a reference number, and tells them what happens next.

It works on web, WhatsApp, and SMS, writes the request into your service-request or case system, and routes anything outside its scope to the right team, the way the Florida agency on a recent call wanted live chat routed to legal, licensing, and enforcement, with the full thread attached.

Residents get an immediate answer on the channel they reached out on, and your staff pick up only the requests that genuinely need a person.

Office hours, required documents, where to go, how to apply, what a form means: the high-volume questions that don't need a person get answered instantly, in the resident's own language, at any hour. The agent answers only from your approved ordinances, manuals, and program guidelines, not the open internet.

It reads your published policies and knowledge sources to give the right answer, and stays inside the current question instead of jumping topics when a resident asks something unrelated mid-conversation.

Workforce Solutions of Central Texas automated 100% of its online L1 citizen support with a Tars agent.

"Where is my application?" "Has my permit been approved?" "What's the status of my case?" The agent answers status questions the moment they're asked, looking up the record in your system and telling the resident exactly where things stand and what they need to do next.

It reads case and application status from your systems of record, keeps the resident updated across web and SMS, and escalates to a caseworker with the full history when a question goes beyond a status check.

Status calls and emails drop off your team's queue, and residents stop calling repeatedly just to ask where things stand.

Deadlines, enrollment windows, and emergencies create predictable spikes that overwhelm a fixed call center. The agent absorbs the surge: it answers the same wave of deadline, eligibility, and how-to questions thousands of times at once, with no hold music and no added headcount.

It runs the same way every time across every channel, and hands off to staff only the cases that need judgment, so the team isn't buried answering the same question all day during peak weeks.

Your agency meets the deadline rush and the emergency spike with the staff you already have, and residents get answered instead of stuck on hold.

The agent walks a resident through enrolling in a program from their phone: a rental-assistance, weatherization, workforce, or benefits program. It collects the application details, tells the resident exactly which documents their situation requires, and submits the completed enrollment.

The intake runs as a deterministic flow, the same steps in the same order every time, so every applicant is taken through the same compliant sequence and the application lands clean in your case or program system. The agent works across web, WhatsApp, and SMS so a resident can finish without an office visit or a printed form.

More eligible residents finish enrollment instead of dropping off at a long form, and the applications your team receives are complete and ready to process.

Many residents don't apply because they can't tell whether they qualify. The agent screens eligibility in a plain-language conversation, asking the few questions that determine whether a program fits and explaining the result without the jargon of an eligibility manual.

It runs the screening questions as a structured flow, points eligible residents straight into the right application, and hands borderline or sensitive cases to a caseworker with the answers already collected.

More of the residents you're meant to serve discover they qualify and start an application, instead of self-selecting out.

Permits and professional licensing are where residents and businesses get stuck: which permit they need, which form applies, what documents to attach, and what the fee and timeline are. The agent answers those questions and guides the applicant through the filing step by step, the way a knowledgeable clerk would.

It runs the application intake as a deterministic flow so every filing is collected the same compliant way, writes it into your licensing or permitting system, and routes a complex filing to the right reviewer with everything already gathered.

Fewer applications come back incomplete, the licensing queue moves faster, and applicants stop calling to ask what they got wrong.

A funded program only succeeds if residents enroll in it. The agent runs outreach and sign-up for workforce, training, and skills programs: it answers questions about what the program offers and who's eligible, then captures the sign-up on the spot on the channel the resident reads.

When someone shows interest, the agent qualifies it and writes the engaged resident into your program or CRM system for the team, so no interested resident slips through a shared inbox.

JFF reached a 97.30% interaction rate driving engagement for the Prologis Learning Academy, and Workforce Solutions of Central Texas automated 100% of its online L1 support running this kind of agent.