We’re excited to announce the rollout of our new CivicPlus Virtual Assistant, powered by Forethought.ai. The virtual assistant is designed to elevate your support experience with smarter, faster, and more personalized help from inside the CivicPlus products you use every day.
What’s New?
Context-Aware In-Product Support: Seamlessly integrated into CivicPlus applications, the assistant provides real-time, relevant help based on where you are and what you’re doing.
Smarter Self-Service: Instantly access AI-curated knowledge articles from our newly enhanced Help Centers hosted on Document360, submit support tickets, or initiate live chat; all from one place.
Effortless Navigation & Escalation: If your issue requires human assistance, the assistant can transfer you to a live agent or open a support case in Salesforce Service Cloud, logging all details and transcripts automatically.
Transparent & Compliant: The assistant clearly identifies itself as a virtual bot and complies with data transparency standards, ensuring users know they’re interacting with AI.
Behind the Scenes
This launch is part of our broader Technical Support Transformation Initiative, which includes:
Migration to Salesforce for unified support workflows
AI-powered IVR phone systems for voice recognition routing
Enhanced Help Centers with AI search, content summarization, and voice playback