Module 2 · Daily workflows
Answering citizen questions and complaints with approved templates
In short
Recurring citizen questions get templates from official rules that a supervisor approved. AI helps group and choose templates; staff read, adjust and send. Serious complaints always go to a person.
After this lesson you can
- Build answer templates for recurring citizen questions from official rules and procedures
- Use AI to group complaints and choose templates while staff send the replies
- Recognise complaints that must go to a staff member or official and not get a template reply
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