Nava: The Story so Far

Councils continue to grapple with the challenge of supporting their residents, who often struggle to navigate multi-domain websites and access information quickly. At Agilisys Transform, we’ve been working on a solution – Nava, a digital front door chatbot powered by Generative AI, designed to simplify citizen access to council information, thereby reduce the burden on contact centres, and enhance resident satisfaction.

What is Nava?

Nava is more than just a chatbot – it’s a GenAI powered Digital Front Door designed to provide residents with effortless, 24/7 access to council services. Often, residents face difficulties finding the right information or service on council’s complex websites, which can lead to unnecessary calls to the contact centre. Nava steps in to streamline this process by offering quick, accurate answers and guiding residents directly to the resources they need.

By reducing reliance on contact centres, Nava also allows councils to focus more on other key service areas, while residents enjoy the convenience of resolving queries anytime, anywhere. In short, Nava is not just making life easier for residents – it’s optimising the way councils manage their resources.

Progress to Date

Recently, we completed a 12-week testing phase in collaboration with our co-development partners – local authorities who are helping us tailor Nava to meet real-world needs. This phase was crucial for refining the product, and we’ve gathered some valuable insights from the feedback we received.

Two of the key learnings from this testing period are:

• Actionable Responses: Residents want more than just information – they want guidance. Nava now not only answers queries but also directs residents to specific actions, like filling out forms. This functionality has proven essential for local authorities, streamlining processes for both staff and residents.
• Handling Ambiguity: A common challenge is dealing with unclear or vague inquiries. To address this, we’ve enhanced Nava’s disambiguation algorithms. These improvements allow the chatbot to ask clarifying questions and provide more accurate, actionable responses – even when faced with challenging or ambiguous queries.

These improvements reflect our commitment to creating a solution that meets the unique demands of the public sector, and we’re just getting started.

Other Features: The Nava Dashboard and CMP

Beyond the core chatbot functionality, we’re also introducing two exciting tools to further enhance the value of Nava for local authorities:

• Dashboard: Local authorities need more than just a chatbot – they need insights. Nava’s dashboard will provide real-time data on resident queries, allowing councils to track trends, identify pain points, and optimise services based on evidence. Whether it’s understanding the volume of queries per day or analysing the most common topics residents are engaging with, the dashboard will offer councils the tools to make data-driven decisions.
• Customer Management Portal (CMP): Data validation and transparency are critical for public sector services. Nava’s CMP ensures that all data is centrally managed and validated, giving councils a new level of control over their information corpus. This means easier management, more transparency, and better decision-making for councils working with their resident data.

Looking Ahead: The Roadmap for Nava

As we look to the future, we’re focused on continuously evolving Nava to better serve local authorities and residents alike. We’re currently preparing for a full product launch in December, following the success of our testing period. But we’re not stopping there – our long-term vision includes adding even more features to make the chatbot more intuitive, powerful, and tailored to the needs of the public sector.

Stay tuned for the next update, where we’ll dive deeper into Nava’s future and the exciting new features we have in store.

Let’s Connect!

Your feedback has been essential in shaping Nava’s development so far, and we would love to hear more from you. Whether you have thoughts on how Nava could be further improved or ideas on features you’d like to see in the roadmap, please reach out to us from here.

Together, we can shape the future of council services with Nava.