Omnichannel service for counties & utilities
One service desk for every channel.
Serviceplane answers people on chat, phone, email, text and web forms from one approved knowledge base, hands the conversation to your staff the moment it should, and writes every step to a ledger your auditors can verify.
Grounded, not generative: every answer cites the page it came from, or the assistant says it doesn't know and finds a person.
↗ Assessor · Appeals process · updated Jun 2
- Status
- Waiting on staff
- Handed off
- identity verified · lookup needed
- Record
- parcel 765-12345-000
- Ledger
- #1181 answer.grounded
#1182 case.handoff_requested
#1183 case.assigned dana.m
#1184 record.viewed parcel
How it works
Answer from what you approved. Escalate to who you trust. Keep the receipts.
Every channel lands on the same case, the same knowledge and the same people, so a resident who starts on the website and calls back gets one story.
Approve the knowledge
Crawl your website, SharePoint and documents. Staff review and approve articles; nothing unapproved is ever quoted.
Answer with citations
The assistant answers only from approved sources and shows which page it used. When confidence is low it says so and routes to a person.
Hand off, then measure
Staff take over in place with the whole thread, records and a suggested reply. Accuracy, deflection and wait times are measured, not estimated.
Modular by design
Turn on what you need. Pay for what you turn on.
Start with the widget and knowledge base for one department. Add voice, email, records and the contact-center desktop as you go. One tenant, one ledger, one sign-in.
Grounded answers
Hybrid retrieval over approved articles with citations, freshness checks and a re-index when the model changes.
One thread per person
Chat, calls, mail and forms become cases with labels, assignments, follow-ups, watchers and closure notices.
Phone that listens
Live transcription, real-time agent assist inside the desktop, and after-call summaries written to the case.
Look-ups without exposure
Parcels, accounts and permits pulled by schema with only the fields you allow visible to the assistant.
Rules you can read
Plain-language policies compile into checks that can only make the assistant more careful, never less.
Accuracy you can prove
Judged evaluations, shadow mode before go-live, deflection and CSAT on one dashboard with exports.
Built for public accountability
Every action is on the ledger, and the ledger doesn't change.
Events are hash-chained and append-only. Exports go to your own storage on a schedule. Identity comes from your directory, never from us.
- Single sign-on and SCIM with your Microsoft Entra, Okta or any OIDC provider; staff are provisioned and removed by your directory.
- Tamper-evident audit ledger that verifies itself, with scheduled exports to your S3-compatible bucket.
- Retention you set per record type, with redaction of personal data in transcripts and exports.
- Accessible by default: keyboard-first widget and workspace, screen-reader labels, WCAG 2.2 AA colour contrast.
- Human hand-off in one step, with identity verification before any account detail is shared.
- Model choice is yours: route each task across providers, fall back automatically, or keep it on your own hardware.
Counties · utilities · districts
Written to the RFP, not to a pitch deck.
Serviceplane was designed against real county and utility procurements: shared mailboxes, assessor look-ups, bilingual service, contact-center integration and a measured accuracy target before go-live.
See it on your own website and your own questions.
We set up a tenant from your public pages in an afternoon and walk your team through a real conversation, hand-off and audit trail.