From inbox overload to intelligent self-service: Transforming email-centric citizen support

Australian government agencies are managing rising enquiry volumes, more complex cases, and increasing expectations for timely, consistent service from its citizens. At the same time, there's limited resources and legacy processes that make it difficult to keep pace.

Agentic automation is helping agencies modernise these workflows, reduce manual effort, and deliver better outcomes for the community.

This e-book provides a practical overview of how agentic automation can support public sector service teams by improving email handling, reducing backlogs, and enabling staff to focus on higher-value work.