Supporting the Frontline without Adding Headcount

Municipal utilities face growing pressure from an aging workforce, high CSR turnover, and rising customer demand, all while operating with limited budgets and hiring constraints. As experienced staff retire and new hires churn, frontline teams feel the strain through longer hold times, higher training costs, and increased burnout. Customer expectations haven’t eased either- residents want clear, responsive service, putting even more pressure on already stretched teams.

This eBook explores how AI can support municipal frontline teams without replacing them. By absorbing repetitive Tier 1 inquiries and streamlining daily workflows, AI helps reduce burnout, shorten handle times, and improve consistency in service. Drawing on industry benchmarks and insights from customers, the guide shows how municipalities can build a more sustainable workforce, one that improves employee retention while delivering the responsive, community-first experience residents expect.

See How in Our New eBook

Read Why Other Utilities Use Hansen

Read It in this Case Study

What Makes Hansen AI Different

Join leading utilities modernizing customer service with Hansen AI Virtual Agent.