City of Sydney

VERSA partnered with the City of Sydney to design and deliver a virtual assistant capable of handling complex enquiries and providing accessible, 24/7 support.

By combining conversational AI, deep integration, and user-centred design, we delivered a solution that made customer support faster, smarter, and more accessible.

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Experience Strategy

Experience Design

Scalable Technology

High effort, high frequency.

City of Sydney was facing mounting pressure on its contact centre, with staff fielding high-frequency, low-value enquiries that drained time and resources.

Meanwhile, customers wanted faster answers to simple questions, and agents were tied up handling repetitive requests that could easily be automated.

How might we design a self-service solution that diverts traffic and improves customer and staff satisfaction?

Experience Strategy

Conversations that matter.

Through stakeholder workshops, we applied a use case selection framework based on value and complexity to determine the best candidates for self-service.

The outcome was a prioritised roadmap of automation use cases that sought to reduce staff workload while improving satisfaction for residents.

Experience Design

Artificial with a human touch.

We designed an intentional experience that ensured users knew they were speaking with an artificial assistant, but one with care, precision, and personality.

Our distinct conversational style balanced transparency and warmth, building trust and engagement across a diverse council audience.

Scalable Technology

Simple and sophisticated.

We developed a custom solution that deeply integrated with the City of Sydney’s APIs and embedded it within Sitecore CMS using LivePerson’s messaging interface.

The outcome was a high-performing AI assistant that masked complex architecture behind an accessible, low-interaction-cost interface.

A win for customers and customer service.

The City of Sydney’s virtual assistant transformed how residents interacted with key services, delivering instant responses and empowering human agents.