Enterprise AI
Chat and Voice Assistants for Irish Public Bodies and Utilities
Outages, bills, eligibility, applications, opening hours: the same questions, thousands of times a week. Our assistants answer them from your own operational data and approved content, at any hour, and hand over to your team the moment a person is needed.
Irish company, leading your project locally
EU-hosted, ISO 27001-certified platform
Designed around EU AI Act transparency and GDPR
Customer assistant
There's no power on our street since this morning. When will it be back?
I can check that. What is your Eircode or the nearest town?
Kilkenny, R95 X2T4
There is a fault affecting 320 properties in your area, reported at 07:40. Current estimate for restoration is 14:30 today.
Source: Outage feed, fault ref KK-2214
Answered from live operational data
Human handover available
Illustrative example.
The problem
Why Many Chatbots Struggle in Public Services and Utilities
They Guess
General AI models write fluent answers that are wrong. That is a serious risk when the question is about a bill, a grant, a permit or a power outage.
Your Rules Are Connected
Eligibility depends on location, tariffs depend on meter type, services change on bank holidays. Keyword FAQ bots cannot follow those relationships.
People Get Stuck
Customers expect to reach a person for complaints, disputed charges and difficult situations. An assistant that blocks that route damages trust.
Obligations Are Growing
AI transparency, data protection and accessibility all apply, and public bodies have increasing Irish-language duties.
How it works
Answers Grounded in a Map of Your Knowledge
1. We Map What Your Organisation Knows
We model your services, locations, eligibility rules, tariffs, opening hours and documents as a knowledge graph: a structured map of things and how they relate to each other.
2. The Assistant Looks up Facts Before It Replies
Each answer is built from that map and from your approved documents, not from general internet knowledge. Where the answer is not in your sources, the assistant says so and offers another route.
3. Your Team Stays in Control
You update content, review conversations, and decide which topics always go to a person.
One Question, Looked Up Three Ways
Use cases
What an Assistant Can Handle
Public Sector and Local Authorities
Service information and eligibility for housing, grants and permits
Reporting waste, water, roads and public lighting issues
Appointment booking and application status questions
Routing enquiries to the right department
Answers in English and Irish
Energy and Utilities
Outage and fault information by area
Meter reading submissions
Explaining tariffs and bills
Moving home and new connection updates
Payment support, with quick handover for vulnerable customers
Tourism and Destinations
Attractions, events, walks and accommodation questions
Itineraries based on location, season and interests
Visitor questions in several languages
Answers drawn from your existing listings and databases
Channels
One Assistant Across Every Channel
The same knowledge and the same answers, wherever people contact you. Most organisations start with website chat, then add phone and messaging once answers are proven.
Website Chat
Self-service at any hour, on the pages where people are already looking for answers.
Phone
A voice assistant for well-defined tasks such as fault reports or meter readings.
Quick updates and questions, on the app most customers already use.
Email and Handover
Suggested or automated replies to routine requests, and the full conversation passed to your team.
How we work together
Start Small, Measure, Then Scale
1
Discovery
We work with your team to pick the highest-value use cases, review your content and systems, and check data protection and compliance needs. You receive a written recommendation, a business case and a pilot plan. Fixed fee, typically 2 to 4 weeks.
2
Pilot
One use case on one channel, live with real users. We agree targets in advance, such as accuracy, questions resolved and handover rate, and report against them. Fixed fee, typically 6 to 8 weeks.
3
Rollout and Managed Service
We add use cases and channels, keep content up to date, review performance with you every month and provide ongoing support.
Pricing. Every organisation's scope is different, so we price after discovery. Discovery and pilots are fixed-price and agreed in writing before work starts. We provide quotations, tender responses and the documentation your procurement team needs.
Trust and compliance
Built for Organisations That Are Accountable to the Public
Clear About AI
People are told they are talking to an AI assistant, in line with EU AI Act transparency requirements.
A Route to a Person
Escalation to your team is designed in from the start, for complaints, sensitive situations and anything the assistant cannot resolve.
Data Protection
Processing is covered by data processing agreements, and we collect only the data each task needs. We support your data protection impact assessment.
EU Hosting and Security
The platform is hosted in the EU and certified to ISO 27001.
Answers You Can Check
Responses come from approved sources, and your team can review conversations and analytics.
Accessibility and Irish
Built for the accessibility standard public bodies must meet (WCAG 2.1 AA, under the EU Web Accessibility Directive), with answers in both English and Irish.
Technology partner
Delivered on a Proven European Platform
Our assistants run on the Onlim conversational AI platform. Onlim is a European provider, certified to ISO 27001 and hosted in the EU. Its platform is used by energy, transport, tourism and public-sector organisations across Europe.
Social Web Strategy leads your project in Ireland: discovery, knowledge modelling, content, project management, training and support. Onlim provides the platform and technical integration. You have one Irish contract and one accountable team.
Who Does What
Social Web Strategy
Platform partner
Discovery and use-case selection
The platform and licence
Knowledge modelling
Technical configuration
Content and tone
System integrations
Project management
Hosting and security
Training and first-line support
Second-line support
Proof
Results
Case study 1: organisation, use case, channel, what it handles, measured result, named quote.
Case study 2.
Case study 3.
We will share relevant case studies and references during your demo.
Questions
Frequently Asked Questions
What is a knowledge graph chatbot?
It is an AI assistant that answers from a structured map of your organisation's knowledge: services, rules, locations and how they connect. That lets it answer specific, detailed questions consistently, instead of guessing from general information.
How is this different from ChatGPT or a basic FAQ bot?
General AI tools draw on broad internet knowledge and can produce confident but incorrect answers. Basic FAQ bots match keywords to fixed replies. A knowledge graph assistant combines natural conversation with answers drawn only from your approved information.
Can it answer in Irish?
Yes. Assistants for public bodies answer in English and Irish, so people can use the service in either official language. We test the Irish-language answers with your team before go-live.
Does it meet EU AI Act requirements?
Assistants are designed to meet the Act's transparency requirements, including telling people they are interacting with AI. We help you document how the assistant works. Your organisation remains responsible for how it uses the system, so we work with your compliance team.
Can it connect to our CRM, billing or case management system?
Usually, yes. The platform connects through APIs and standard integrations. We confirm what is possible for your systems during discovery.
How long does it take to go live?
A first use case usually goes live within a few weeks of the discovery. Larger rollouts take longer, depending on the systems we connect to and your own approval process.
How can a public body buy from you?
Depending on value and your own procedures, through a request for quotation or a tender. We provide the documentation your procurement team needs, including subcontractor details, insurance and security information.
See It Working With Questions From Your Own Organisation
Send us 10 questions your team answers every day. In a 30-minute demo, we will show you how a knowledge graph assistant would handle them.
Request a Demo
Prefer email? Write to info@socialwebstrategy.com. We'll get back to you quickly.