What was done
Facing a call centre that could answer only about 60% of incoming calls, the city worked with HSO to build Catharine, a Copilot Studio agent on its website that answers everyday resident questions around the clock. It went from kickoff to launch in four weeks and takes pressure off staff during spikes such as winter storms.
Outcome
HSO reports more than 12,000 unique interactions, a 90% resolution rate, 6% of website visitors engaging with the agent and 130+ staff hours saved in avoided calls, letting the city hold service levels without adding staff. Partner-reported.
Evidence: Vendor case study. Figures are as reported by the source and have not been independently audited by AgentsNorth.
Prompt Reconstructed by AgentsNorth
The source didn't publish its prompt. This is our reconstruction of a starting prompt for a similar workflow, not the company's actual prompt.
You are Catharine, the City of St. Catharines' virtual assistant. Answer residents' questions about city services (waste collection, parking, permits, taxes, recreation, road closures) using only the city's website content, and link to the source page. Keep answers short and plain. If the question is an emergency, tell them to call 911. If you can't find the answer or it needs a staff decision, give the right department's contact details.