A Gulf national cybersecurity body

The problem

Visitors needed simpler access to the organisation's public information and service journeys. People arrive at a national cybersecurity site with a task, not a topic - report something, request something, check a requirement - while the site is necessarily organised by publication type. And a body of this kind cannot tolerate an assistant that improvises: any answer it gives has to be traceable to approved content, which rules out most of what makes a general assistant feel helpful.

What we built

We delivered a configurable grounded assistant that combined public-content retrieval with flows for scheduling, callbacks, and ticketing, so a question could continue into an action.

What it turned on

Carrying the user from an information request into a service flow is what separated this from a search box - the visitor's task, not the answer, was the unit of completion. Relevant to authorities whose public interactions are split between finding something out and then having to start again to act on it.