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Trilix AI

AI for public service requests and case routing

Service requests sorted and routed to the right department, cases tracked to resolution and reports ready for leadership.

Updated

Quick answer

Trilix AI builds AI systems for public-sector teams that sort each service request, route it to the right department, escalate what stalls and keep a clear record for reporting. People make every decision that matters. Most first builds are live in about 10 days, priced as a setup fee plus a monthly fee scoped on the first call.

Book a callCall 416-262-2723

Public-sector and government-linked teams take requests, complaints and inquiries across phone, email and web, then route them between departments by hand.

We build systems that sort each request, send it to the right team, escalate what stalls and keep a clear record for reporting, with people making every decision that matters.

Who is it for?

  • Municipalities
  • Public agencies
  • Smart city teams
  • Citizen service teams
  • Digital transformation offices
  • Urban operations teams
  • Field service departments
  • Case management teams

Where do service requests get stuck?

  • High Request Volume

    Service teams manage many requests across multiple channels and departments simultaneously.

  • Manual Routing

    Cases routed manually create delays and ownership gaps across teams.

  • Escalation Delays

    Unresolved or urgent cases may not reach the right manager quickly enough.

  • Visibility Gaps

    Leadership may not see which requests are delayed, pending, or unresolved.

  • Reporting Burden

    Service performance reporting often depends on manual updates and effort.

How does it work for a service team?

Connected to your request channels and case system, with routing rules your team approves.

  1. 1ReceiveCollect requests from service channels, forms, calls, WhatsApp, portals, or internal systems.
  2. 2ClassifyIdentify request type, urgency, department, and required workflow.
  3. 3RouteSend the case to the responsible team or department automatically.
  4. 4EscalateEscalate delayed, unresolved, or high-priority cases based on configured rules.
  5. 5ReportSummarize volume, resolution status, escalation trends, and performance metrics.

Delayed service request

An example of how it plays out.

What happens
A service request is submitted through a public channel. The assigned task remains unresolved beyond the expected timeline.
What the system does
The system flags the delay, escalates the case to the responsible manager, and updates the leadership dashboard.
The result
The case becomes visible faster, assigned for action, and tracked through resolution.

What does it track?

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  • Classification Time

    How quickly cases are categorized and routed.

  • Routing Accuracy

    Whether cases reach the correct department on first assignment.

  • Pending Case Volume

    Backlog of unresolved cases by department.

  • Escalation Time

    Time from rule trigger to manager notification.

  • Resolution Time

    Time from intake to confirmed closure.

  • Reporting Speed

    How fast leadership receives operational summaries.

Related services

Further reading

Questions operators ask

Something else on your mind? Ask us directly or call 416-262-2723.

Which public-service workflows can Trilix AI support?

Service request intake, classification, routing to the responsible department, escalation of delayed cases, and reporting on volume and resolution. It suits municipalities, public agencies, citizen service teams and field service departments.

Does the AI make decisions on citizen cases?

No. It classifies and routes requests based on configured rules and escalates delayed or high-priority cases. Decisions stay with the responsible staff, and every step is logged.

Can it meet data residency requirements?

The system can be deployed in-region, in a private environment or on-premises where data must stay in-country or on a controlled network. The deployment model is agreed with your IT and governance teams before the pilot.

How is performance reported to leadership?

Leadership sees request volume, pending cases, routing, escalation trends and resolution times by department, without anyone compiling the report by hand.

Built for

The businesses we build for

All industries

Thumbnails are sample screens and demo builds with fictional data.

…They can build out anything. It started out just automating some reports. And then I was like, hey, can you do this? He’s like, absolutely.

Auto repair shop owner, United States

Video testimonial

Watch the clip on LinkedIn

You give us one call and access. We do the rest.

No long discovery project and no new software for your team to learn first. We start with what costs you most and ship it.

  1. 1

    One 30-minute call

    You walk us through how the business runs and where the time goes. We show what we’ve built for other operators and sketch your one-year roadmap.

  2. 2

    You give us access

    Logins or read access to the systems involved: phones, POS, accounting, cameras. We handle the setup from there.

  3. 3

    We build, you check

    We build around your own data and show it working before anything goes live. Your part is a short review.

  4. 4

    Live in about 10 days

    Then we keep it running every month and work down the roadmap with you. Bigger builds go live in phases.

More on how it works

Start with the work that costs you most.

Tell us how the work runs today. We’ll show you what we’ve built for similar businesses and what we’d build first for yours.

Book a callCall 416-262-2723