AI receptionist for councils: Residents should not have to queue to report a bin.
Prime Assist is an AI receptionist for councils. Residents get a reference number before the call ends: it answers every call without a queue, raises the request in your case management system, and escalates vulnerability, safeguarding and emergencies to an officer.
From £150 a month including VAT
£125 plus VAT for 500 minutes, about 140 to 200 calls. New customers get the first three months free with a 12-month commitment.Note 1: new customer offer terms
- No queue at peak
- Reference number given on the call
- Vulnerability escalation by design
- Accessible and auditable
My green bin has not been collected for three weeks.
I can raise that. Can you confirm the property address and postcode?
14 Alder Road, BS7 9PL.
Thank you. Missed collection raised for 14 Alder Road, reference MC dash 40912, passed to the waste team. You will get an update within two working days.
Can an AI voice agent handle council and public sector calls?
Yes, for high-volume transactional service requests. Prime Assist answers every resident call without a queue, verifies the property or account details you require, raises the service request in your case management system, and gives the resident a reference number before the call ends. Vulnerability indicators, safeguarding concerns, homelessness presentations and emergencies are escalated to a human officer immediately under rules you define, and every call carries a full transcript for audit and FOI purposes.
The transactional calls that fill a contact centre.
Configured against your service catalogue, your verification rules and your escalation policy.
Missed collections and street issues
Raises the request against the address with a reference number given on the call.
Repairs reporting
Triages housing repairs against your priority definitions and raises the job to the right team.
Council tax and account questions
Answers the routine ones from your published information and routes anything about liability or arrears to an officer.
Appointment booking
Books officer appointments and assessments into real diaries.
Application status
Tells a resident where their application or case is up to from the status in your system.
Out-of-hours cover
Answers the night and weekend line, triaging emergencies to the on-call route.
Where it hands over. Vulnerability indicators, safeguarding concerns, homelessness presentations, domestic abuse disclosures, mental health crisis, anti-social behaviour with risk to a person, and any emergency: escalated immediately to a human officer under your rules. These calls are never resolved by the assistant.
Demand is predictable. Staffing for the peak is not affordable.
09:00
Monday morning queue
Every resident calls at once after the weekend, and the wait time becomes the story.
13:15
Repeat contact
Residents ring again because nobody told them what happened to the first request.
20:00
Out of hours
Emergencies and non-emergencies arrive on the same line, triaged by whoever is on call.
A district council contact centre, 30,000 calls a quarter.
Illustrative scenario, not a customer result.Note 2: how this scenario was modelled
BEFORE
- Long queues at peak time
- Residents abandon and re-contact, inflating volumes
- Officers spend the day on requests a system could raise
- Out-of-hours triage handled by a small on-call team
AFTER PRIME ASSIST
- Every call answered at once, no queue at peak
- Transactional requests raised with a reference given on the call
- Officers freed for complex and vulnerable cases
- Out-of-hours emergencies triaged against defined rules with full transcripts
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Every call answered at once
No queue at peak, however many residents ring together.
-
A reference on the call
Requests raised with a reference number given to the caller.
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A transcript of every call
Kept for audit and FOI requests.
Model your own numbers on the calculator, or read every sector scenario side by side on the example scenarios page.
Into the case management system, with an auditable trail.
Service requests, case notes and appointments raised in the systems your officers already work in.
Live today
- Microsoft 365
- Zapier
Connected through their API or Zapier, scoped with you before launch
- Granicus
- Jadu
- Civica
- Northgate
Confirm your own tools before launch. Anything with an API or a Zapier connector is in scope, including the case management or CRM system you already run. All integrations
Built for the strictest front desk first. Pointed at the contact centre queue.
We built Prime Assist for GP and dental reception, where every call needs a script, a record and a fast route to a person. Your enquiries get the same three things.
Defined escalation
It knows the edge of its remit and crosses to a human instead of guessing.
Audit trail as standard
Transcript, timestamps and actions on every call. Useful when a caller disputes what was said.
Writes into your system
Not an email you re-key. The outcome lands where your team already works.
UK-built, UK or EU hosted
A UK or EU processing region, committed by contract, and it is built for UK accents, place names, postcodes and date formats.
Compare against answering services, IVR and in-house reception
Questions from public sector teams.
Ask us something elseHow does it handle vulnerable residents?
Vulnerability and safeguarding triggers are defined with you and escalate immediately to a human officer. The assistant does not attempt to resolve these calls.
Is it accessible?
It is a voice channel that answers at once, without a menu tree, which helps residents who struggle with IVR. It works alongside your other channels, and existing accessibility routes stay in place.
Where is resident data held?
In a UK or EU processing region, committed by contract, under UK GDPR and a written data processing agreement. Records are written into your own case management system.
Can it support procurement and assurance?
Yes. Prime Assist has a clinical safety case under DCB0129, signed off by our Clinical Safety Officer, and Gateway Global Ltd is registered with the ICO, registration number ZB592265. We supply a DPIA template. Ask on your demo for the documents we can share, and we will tell you plainly what is complete and what is not.
Will it replace contact centre staff?
It absorbs transactional volume so officers handle complex and vulnerable cases. That is the business case we will help you build, honestly.
Can it work out of hours only?
Yes. You can start with out-of-hours or overflow cover and extend to daytime peak when you are ready.
Also built for
Page last updated . Every figure and claim on it is on our facts page.
Three ways to test us. Only one of them involves talking to a human.
Buying voice AI on a slide deck is how people end up with something that fails on the first awkward caller. So we made the product itself easy to try before you commit to anything.
Hear it for yourself, right now
Ring the line, choose a scenario, for example a dental practice or a trades business, and talk to Prime Assist the way one of your callers would. Ask it to book you in, then try to catch it out. No form and no email address.
Call +44 20 3747 7785We only get in touch if you ask us to.
Put a number on your missed calls
Two questions show the calls you miss today next to the same calls with Prime Assist, where every call is answered at once. Add your busiest hour to see the queue, then the bundle that would answer your calls, and its price.
Run my numbersNo email needed: nothing you enter leaves your browser.
Watch it handle your calls
Bring the three calls that waste the most of your team’s day. We run them live, in your sector’s language, and tell you honestly which ones we would not take. One short form to book.
Book a demoNo card, no sales sequence, one human reply.
Do all three, in that order, and it takes a little over half an hour in total. We would rather you tested the product than read our claims about it.
Let AI answer the phone, so your team can answer your residents.
Bring your call category volumes. We will show you which lines Prime Assist should take first.
Start with a free proof of concept on one call type, no obligation.
HEAR IT FIRST
Call +44 20 3747 7785 and put Prime Assist through its paces before you book anything.
Notes
- New customer offer: 12 months for the price of 9. When you sign, you commit to all 12 months, starting on the day you go live. Months 1 to 3 are free, then you pay your bundle price each month for months 4 to 12, from £150 including VAT (£125 plus VAT), with the price before VAT fixed for your 12 months. On 500 minutes, the bundle for your 12 months costs £1,350 including VAT (£1,125 plus VAT), plus any extra minutes, at 36p a minute including VAT (30p plus VAT) in every month, free months included. For new customers, switchers included, once per customer. A new customer is a practice or business that has not used Prime Assist in the 24 months before it signs. Switching? We do the switch, and a notice period of up to three months runs alongside your free months. Full terms on our pricing page. Back to text, note 1
- Illustrative scenario, not a customer result. Modelled on a contact centre whose volume is mostly transactional service requests and repeat contact, with peak-time queues of fifteen minutes or more. Figures are worked examples, not measured results. Back to text, note 2