Client: A national government services entity

Sector: Customer experience · citizen engagement

Solution: Unicorn Contact Centre, AI IVR, Unicorn Communication Services (CX Unicorn & Yantri Tech)

How a government services entity turned 20 million yearly interactions into one seamless, human experience — cutting wait times by 70 percent.

Executive summary

A national government services entity was struggling to serve citizens well at scale: long waits, disconnected channels, and a service experience that eroded trust with every frustrating call. Working with CX Unicorn and Yantri Tech, it reimagined citizen engagement as one seamless experience across phone, chat, web and messaging — handling more than 20 million interactions a year, resolving 60 percent instantly through responsible AI self-service, and lifting satisfaction to 92 percent, all while keeping human agents for the moments that truly need them.

Key outcomes

20M+ — citizen interactions handled per year

70% — reduction in average wait times

60% — of enquiries resolved by AI self-service

92% — citizen satisfaction (CSAT)

80% — first-contact resolution

4 — languages supported across every channel

Human — agents focused on the interactions that matter most

Client overview

The entity is a primary point of contact between government and citizens, fielding enormous volumes of enquiries about services, applications and support. Every interaction shapes how people feel about their government — and too many of them were leaving citizens frustrated.

The challenge

At this volume, poor experience is a legitimacy problem, not just a service one. Long waits, repeated retelling across disconnected channels, and inconsistent answers eroded trust and overwhelmed agents. The entity needed to serve tens of millions of interactions seamlessly and affordably — using automation where it genuinely helps, without losing the human touch or excluding anyone.

The solution

CX Unicorn and Yantri Tech reimagined the entity's engagement as one connected experience across every channel. Responsible AI self-service and conversational IVR resolve routine enquiries instantly, a modern contact centre unifies every channel into one relationship, and human agents are freed to focus on the interactions that truly need them — with the experience designed to be respectful, accessible and multilingual.

• One connected experience across phone, chat, web and messaging.
• Responsible AI self-service and IVR that resolve routine enquiries instantly.
• Human agents focused on complex, sensitive or high-value interactions.
• Multilingual, accessible service so every citizen is served well.
• Consistent answers and no more retelling the same story across channels.

Built for trust and sovereignty

Because it serves citizens, the experience was built to respect them: interactions are handled on consented, protected data; AI assists and hands cleanly to people when judgment or empathy is needed; and accessibility and language support ensure no one is left behind. Serving people at scale never meant treating them as numbers — it meant giving each one a respectful, human experience.

The impact

Citizens now get answers quickly, in their language, without repeating themselves — and 70 percent shorter waits and 92 percent satisfaction show it. Resolving 60 percent of enquiries instantly through self-service frees agents for the interactions that need a human, making the whole operation both better and more affordable. Every improved interaction is a small deposit in the public's trust.

“How a citizen is treated when they call their government is how they judge that government. Serving twenty million interactions a year isn't about automating people away — it's about handling the routine instantly so your people can be human where it counts. Scale and empathy are not opposites when you design for both.” — Ani Dave, Founder & CEO, CX Unicorn

Why it matters

The programme shows that public-sector service at massive scale can be both efficient and genuinely human. By resolving the routine instantly and reserving people for what matters, a government entity can serve tens of millions of citizens well — and rebuild trust one interaction at a time.

“We handle over twenty million interactions a year, cut wait times by seventy percent, and satisfaction is at ninety-two percent — because citizens get instant answers for the simple things and a real person for the rest. Serving people at scale finally feels human.” — Director of Citizen Services, National Government Services Entity (name withheld)

Note: Figures are representative of deployment outcomes; the client is anonymized at their request.

See how Tech Unicorn and Unicorn Group can deliver these outcomes for your justice institution — start with the outcome you want to achieve.