Octavia is an AI-powered Complaints Agent that captures, classifies, and acknowledges complaints automatically. In doing so it reduces administrative burdens, maximises quality, ensures compliance, and improves citizen experience.

Significantly lower admin costs, improved complaint response times, faster complaint triage, fewer misrouted cases, consistent acknowledgements,  improved compliance, and better citizen satisfaction.

Yes. Acknowledgement templates and workflows are aligned with the Housing Ombudsman Complaint Handling Code, the Local Government and Social Care Ombudsman (LGSCO), and the Scottish Public Services Ombudsman (SPSO).

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Yes. Octavia is fully compliant with UK GDPR and designed to meet all relevant public sector data protection requirements.

Complaints officers, customer service teams, housing officers, and managers in councils and housing associations benefit from reduced admin, consistent communications, and more capacity to focus on complex cases.

Yes. Octavia works with “Human in the Loop” oversight. Officers can review classifications, edit acknowledgements, and choose when automation applies.

Citizens submit through the Octavia Conversational UI. Octavia intercepts non-complaints (like service requests or appeals), guides citizens to the right process, and ensures only valid complaints enter the complaints system.

If Octavia recognises an issue as a service request, it can redirect the citizen and also push the request directly into systems such as Microsoft Dynamics, GovMetric CaseTracker, Jadu, Verint (LAGAN) CRM, or Granicus, so it reaches the correct team immediately.

Octavia integrates with GovMetric Casetracker and is capable of integrating with other case management solutions such as: Jadu Connect, Microsoft Dynamics, Verint (LAGAN) CRM, and Granicus. This ensures AI-powered classification and acknowledgements work seamlessly without replacing your existing infrastructure.

Octavia uses intelligence provided by AI plus configurable rules based upon your council's policies to automatically set case type, subject, and service category. This ensures consistent triage, reduced manual handling, and alignment with how you work today.

Yes. Octavia automatically creates clear, concise summaries of valid complaints, making it faster for officers to review and route them when they arrive in the case management app.

Octavia drafts personalised acknowledgements using approved templates that align with complaint handling codes. Invalid complaints, service requests, appeals can also have dynamic acknowledgements prepared and sent.

Officers can override classifications, adjust details, and regenerate or edit acknowledgements. Feedback is logged to refine rules and improve future performance.

Yes. Councils can configure Smart Form branding, service lists, question wording, handling rules, templates, and whether acknowledgements are sent automatically or saved as drafts.

Octavia integrates with GovMetric Casetracker and is capable of integrating with other case management solutions such as: Jadu Connect, Microsoft Dynamics, Verint (LAGAN) CRM, and Granicus. This ensures AI-powered classification and acknowledgements work seamlessly without replacing your existing infrastructure.

Octavia is hosted in the United Kingdom on AWS Bedrock, ensuring data sovereignty.

Octavia leverages the Anthropic Claude model via AWS Bedrock to understand and classify citizen input accurately.

Yes. All data is encrypted at rest and in transit. Data is processed entirely in the UK, and no personal or sensitive data is sent to public AI models.

No. Data processed by Octavia is never used to train the AI model. Your information remains private and controlled.