SIAG multilingual citizen-service agents
SIAG uses Copilot Studio agents to answer citizen questions, route cases, manage knowledge, and support bilingual public services.
Author: Microsoft
What was done
SIAG built a centralized Citizen Relationship Management platform on Dynamics 365 Customer Service, Dynamics 365 Contact Center, and Power Platform to replace nearly 40 siloed systems. Copilot Studio agents provide natural-language citizen support, case routing, knowledge management, and repetitive-task automation, while Copilot Studio Voice supports an Italian and German IVR. The myCIVIS portal adds EMMA, a multilingual AI companion for voice, web, and digital messaging across health and public-service access. Microsoft reports AI agents helped Level 1 support resolve 30% of citizen cases within weeks, with a target of 60% within a year.