Government & Public Sector

Government Chatbot for Citizen Services with Control, Transparency, and Compliance

Rasa is a government chatbot platform that helps agencies automate citizen services, benefits processing, permitting, and public program workflows using AI agents that take action across systems. Every interaction is structured, traceable, and aligned with agency policy, enabling digital service delivery without sacrificing accountability.

Public-sector organizations, including the Portugal Tax Authority, use Rasa to modernize citizen services while maintaining full control over infrastructure, data, and regulatory requirements.

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Government citizen-services agent conversation alongside its execution flow

Trusted by government and public sector organizations worldwide

How it works

Connect to existing government systems

Integrate with case management, benefits systems, citizen records, and internal APIs without replacing existing infrastructure.

Orchestrate policy-driven workflows

Build AI agents that guide citizens through eligibility checks, applications, scheduling, and service requests, with workflows aligned to agency rules and program requirements.

Scale with modular service architecture

Build once and reuse across channels, programs, and departments. Agencies can extend services quickly by composing modular workflows instead of rebuilding from scratch.

Government use cases

Built for high-value, high-stakes conversations

High-volume Citizen Service Automation

Resolve common requests such as address changes, document reissuance, and status inquiries across channels, reducing contact center pressure while maintaining service quality.

Program Enrollment and Benefits Processing

Guide citizens through eligibility checks, applications, renewals, and document submission with workflows aligned to program rules, improving completion rates and reducing processing delays.

Permitting, Licensing & Regulatory Workflows

Execute permitting, licensing, and other rule-based processes with validation and structured intake, ensuring submissions meet regulatory requirements.

Proactive Communication and Service Continuity

Deliver timely, contextual updates and enable two-way interaction for service follow-ups and issue reporting.

Identity verification and secure interactions

Enable access to sensitive services by integrating identity checks and authentication into service workflows without disrupting the user experience.

Multilingual & Accessible Service Delivery

Provide multilingual and accessible interactions across channels, supporting equitable access to public services.

Dialogue system

Reliable behavior across complex citizen interactions

Execute multi-step workflows such as eligibility, applications, and case handling
Maintain context across interactions without losing progress
Keep outcomes aligned with program rules and agency policies
Handle interruptions, corrections, and restarts seamlessly

Deployment control

Built for regulated public-sector environments

Run on-prem, in government cloud, or hybrid infrastructure
Keep data within agency-controlled environments
Meet security, compliance, and audit requirements
Avoid reliance on vendor-managed systems

Multi-agent orchestration

One system across services and departments

Connect benefits, permitting, case management, and scheduling systems
Maintain shared state across workflows
Enable smooth handoffs between services and teams
Scale from single use cases to agency-wide systems

Open framework and ownership

Full control over how services evolve

Access and modify prompts, workflows, and integrations
Extend capabilities without vendor constraints
Integrate with internal systems and data sources
Adapt services as policies and programs change

80%

Up to 80% Lower cost per interaction vs. prompt-chained frameworks (Rasa architecture benchmark) in high-volume service environments

Lower latency by combining adaptive interaction with structured execution

1/3

Portugal Tax Authority scaled citizen services while maintaining service levels

“With Rasa, we launched quickly and gave citizens a simpler way to access government services. The system allows us to expand at our own pace while controlling how services are delivered. Studio and CALM allow us to build new use cases while maintaining stability as the platform grows.”

Bogdan Stešević

Head of the Group for Quality of Services and Development of AI at eUprava

“With Rasa, we were able to scale our customer service and grow our user base significantly, and still provide the best customer experience. We further have more time to concentrate on the most important requests.”

Gino Cordt

Chief Data Officer, N26

Frequently asked questions

What public-sector services can Rasa automate?

Rasa can automate citizen services such as case status inquiries, benefits workflows, permit applications, document requests, scheduling, and public program support.

Can Rasa be deployed in regulated public-sector environments?

Yes. Rasa supports deployment models that keep infrastructure and data within agency-controlled environments.

Can Rasa support voice and digital channels together?

Yes. Rasa enables one coordinated service experience across web, voice, mobile, kiosk, and IVR.

How does Rasa integrate with government systems?

Rasa connects to case management systems, benefits platforms, permitting databases, CRMs, and document management systems through APIs, custom actions, and MCP connectors.

What government organizations use Rasa?

Public-sector organizations including the Portugal Tax Authority use Rasa to automate citizen interactions. Portugal's national tax agency selected Rasa to handle citizen tax queries at scale while maintaining on-prem deployment, full data control, and EU regulatory compliance.

How is Rasa different from a typical government chatbot?

Rasa supports AI agents that execute workflows across systems, not just bots that answer questions or redirect users to forms and web pages.

Can Rasa support multilingual government services?

Yes. Rasa supports multilingual interactions and accessible service delivery across channels, helping agencies serve diverse populations more effectively.

How does Rasa handle policy changes in government workflows?

Rasa makes it easier for agencies to adapt services when policies change. Teams can update workflow logic, eligibility criteria, required steps, and service rules in a controlled way, then test changes before rollout.