Automated response to common citizen queries

Purpose

1.1. Automate handling of frequent citizen inquiries to prefecture offices, reducing manual workload and response time.
1.2. Automates information retrieval and response dispatch for queries on resident registration, tax payment, licensing, event schedules, and local regulations.
1.3. Enables automated multilingual support for common questions, improving accessibility and citizen satisfaction.
1.4. Provides a seamless automated solution across digital channels (email, SMS, web forms, chatbots, social media).
1.5. Supports tracing, summarization, and escalation of non-resolvable issues to human agents through automation.

Trigger Conditions

2.1. Automated trigger: New inbound inquiry via official email, web form, chatbot, SMS, or call center system.
2.2. Automated trigger: Detection of FAQ keywords or matching question templates.
2.3. Automated trigger: Scheduled scans for citizen requests in ticketing systems or helpdesk platforms.
2.4. Manual trigger: Staff forwards unclassified queries for automated handling.

Platform Variants

3.1. Microsoft Power Automate
• Feature/Setting: Automated cloud flow, trigger on inbound Office365 email; configure "Get emails" + "Send automated reply" functions.
3.2. Google Dialogflow
• Feature/Setting: Intents auto-responder; configure "Detect Intent" API for FAQ automation in Japanese.
3.3. Twilio SMS
• Feature/Setting: Messaging webhook automation; set SMS reply rules with FAQ keywords and automated replies via REST API.
3.4. SendGrid
• Feature/Setting: Inbound parse webhook; use automated parsing and auto-reply with "Send Email" endpoint.
3.5. Zendesk
• Feature/Setting: Trigger automation for new tickets tagged FAQ, auto-reply using Zendesk Macro API.
3.6. Freshdesk
• Feature/Setting: Automate responses with Ticket Automator, configure scenario automation for FAQ templates.
3.7. Salesforce Service Cloud
• Feature/Setting: Process Builder automation, auto-send responses using predefined Email Templates for citizen queries.
3.8. Intercom
• Feature/Setting: Automate chat replies with Resolution Bot, map automated triggers to knowledge base articles.
3.9. LINE Messaging API
• Feature/Setting: Webhook event automation; auto-detect messages and reply with Bot API for local citizens.
3.10. Slack
• Feature/Setting: Slackbot automator; configure keyword triggers and automated reply messages.
3.11. ServiceNow
• Feature/Setting: Virtual Agent automation; configure conversation topics with automated FAQ responses.
3.12. Facebook Messenger Platform
• Feature/Setting: Messenger webhook automation; set "message" event handler for automated FAQ replies.
3.13. Amazon Lex
• Feature/Setting: Intent bot automation; configure Japanese intent models for resident queries and Lambda for replies.
3.14. Oracle Digital Assistant
• Feature/Setting: Automation of dialog flows; set up FAQ skill with automated question/response mapping.
3.15. Chatwork API
• Feature/Setting: Incoming message webhook; configure automated FAQ lookup and reply.
3.16. IBM Watson Assistant
• Feature/Setting: Dialog node automator; set conditions and automatic responses for common prefectoral queries.
3.17. Zoho Desk
• Feature/Setting: Automate Blueprint; set rules for email/ticket assignment and automated response templates.
3.18. Telegram Bot API
• Feature/Setting: Message handler automation; auto-detect keywords and send automated replies.
3.19. Cisco Webex
• Feature/Setting: Automated message bots; configure "Message Created" trigger and auto-response.
3.20. Kayako
• Feature/Setting: Automation rules; trigger auto-responses for incoming tickets with FAQ content.
3.21. Genesys Cloud
• Feature/Setting: Automated workflow for inbound interactions; configure FAQ journey automation and messaging bots.
3.22. Mailgun
• Feature/Setting: Routes with automated actions for keyword matching, auto-responder setup.

Benefits

4.1. Automates large volumes of citizen requests without staff intervention, scalable 24/7.
4.2. Shortened response time creates positive citizen experience through immediate automated feedback.
4.3. Automated multilingual support enables inclusiveness for international residents.
4.4. Automating repetitive tasks frees up staff to focus on complex, non-automatable inquiries.
4.5. Enables auditing, tracking, and reporting of automated interactions for quality improvements.
4.6. Automation reduces human error, enhances compliance with prefecture guidelines.
4.7. Automator can be adjusted for seasonality or emerging FAQ trends automatically.