A Gulf national cybersecurity body
Government / Cybersecurity · Gulf
The shape of this problem
The answer exists and nobody can find it
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 moved
| Measure | Before | After |
|---|---|---|
| Time to locate the right public information | 4-7 minutes | ~11 seconds |
| Visitors completing a service action in the same session as their question | 27% | 68% |
| Answers traceable to approved published content | not measured | all of them |
Time to locate the right public information
Visitors completing a service action in the same session as their question
Figures are drawn from the practice's own delivery records for the engagement named, measured against the process that preceded it. They have not been through third-party audit, and none is presented as an average across clients.
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.
- Service line
- Service & Conversation AI
This is the most crowded line in the market - every competitor sells a chatbot. Lead with the traceability and the QA coverage, which most of them cannot do, rather than with the assistant itself.
Start here
Which of the four is yours?
Tell us the documents and the monthly volume and we will send the two closest records, with the proof behind each and the honest note where the match is partial.
You get a reply within one working day, from the engineer who would do the work - not a sales sequence.