# The pothole report becomes a typed case record by morning.

You automate government service requests by putting a conversational agent in front of citizen intake. It asks for the issue, the location, and whether it looks urgent, one question at a time, types the answers into a structured case record, and posts it to your 311 system or CRM before anyone calls back.

## The process this page is about

Not "AI for government". One process, the one that decides whether a resident’s report becomes a work order or disappears into a queue: the service request, logged the moment something is wrong, before anyone has spoken to a person.

- **Who starts it**: A resident who found a pothole, missed a collection, or is standing next to a streetlight that has been dark for a week, usually on a phone, usually not during office hours.
- **What it costs today**: A 311 line that logs the request and gives nothing back, or a web form that asks the same six fields whether the issue is a dead light or a downed tree, with no way to flag which one needs a crew today.
- **What it has to produce**: A typed case record: what the issue is, exactly where it is, whether it looks like an immediate hazard, and a way to reach the resident if the crew needs more.
- **of NYC 311 requesters were dissatisfied with how their case was followed up**: 72% (source: NYC OSC 311 Monitoring Report, 2026)

## What it asks, and what it never asks

You name the fields your case management system already has. It does the asking, in whatever order the report comes out, and it keeps asking until the required ones are filled.

| Field | Type | Required | Why |
|---|---|---|---|
| issue_category | text | yes | What the crew needs to know before they roll |
| location_address | text | yes | Where the crew actually goes |
| description | text | yes | The detail that turns a guess into a work order |
| safety_hazard | boolean | yes | Routes an active hazard to the front of the queue |
| reporter_name | text | no | Optional, only if they want a callback |
| reporter_phone | phone | no | How the township follows up, if at all |

### And what it will not do

- It never determines whether a resident is eligible for a permit, an exemption, or a benefit program. That is a staff decision, every time.
- It never gives legal or tax advice, even when asked directly.
- It never confirms a deadline, a processing time, or when a crew will show up.
- It never promises a refund, a credit, or a specific resolution to a complaint.
- The moment anything sounds like an active emergency, a downed line, a gas smell, a water main break, it stops asking questions and says to call 911 now.
- It never invents a field. If they did not say it, the record says "Not captured" instead of a guess.

## Try the run yourself

Six situations a constituent services desk actually handles, each running its own agent with its own fields. Pick one and answer it the way a real resident would, out of order and mid-frustration, and watch it ask the follow-up instead of accepting the blank.

- [Something needs fixing](https://joina.chat/l/th-report): Chat widget. A pothole, a missed collection, a streetlight, reported the way a resident actually types it.
- [This looks dangerous](https://joina.chat/l/th-emergency): Conversation page. Describe a downed line or a gas smell and watch it stop and say call 911 now.
- [Do I need a permit for this](https://joina.chat/l/th-permit): Conversation page. Project basics collected, never a yes or a no.
- [I never filled out the survey](https://joina.chat/l/th-consult): Conversation page. Bringing a lapsed resident back into a live public consultation.
- [Nobody ever called me back](https://joina.chat/l/th-complaint): Conversation page. An unresolved case, logged as an escalation, no promises made.
- [I need a copy of a record](https://joina.chat/l/th-records): Conversation page. A public records request, written down correctly. Not a lead.

## Frequently asked questions

**How do I automate government service requests at my agency?**

Name the fields your case management system already has, point the agent at your public works or constituent services pages, and put the link on your site. The agent runs the conversation, produces a typed case record, and posts it to your 311 system or CRM through a webhook, Zapier or Make. Setup is minutes, not an implementation project.

**Will it tell a resident whether they qualify for something?**

No. It is instructed never to determine eligibility for a permit, an exemption or a benefit program, never to give legal or tax advice, and never to confirm a deadline or a processing time. It collects what the case needs and says plainly that a staff member makes that determination, not the agent.

**What happens if someone reports an actual emergency?**

The moment anything sounds like an active hazard, a downed power line, a gas smell, a water main break, a structure fire, it stops collecting fields in that same reply and tells the resident to call 911 now. It does not keep asking questions after that point, and it does not try to assess how serious the hazard is.

**Can it handle a complaint about an unresolved case?**

Yes, through a dedicated case follow-up agent. It takes the reference number if there is one, what is still unresolved, and what the resident wants to happen, then logs it as an escalation for a person to call back. It never promises a refund, a credit, or a specific resolution, because that is not the agent’s call to make.

**Does it work with Accela or CivicPlus?**

Through a webhook, yes. Gnosari posts a signed JSON payload the moment a case record is complete, and Zapier or Make routes it into your case management system. There is no Gnosari app to install on either side.

## Five minutes from now your service requests could be arriving typed.

Build the agent, put it on your public works pages, and watch the first case record arrive. Free to start, no card.

Full page: https://gnosari.com/for/government