AI does the sorting.
Your team does the deciding.
Grading, prioritising, summarising and screening across every inbound channel, so your handlers spend their day on the contact that actually needs a human.
Built for the public sector
We’re proud to be the community engagement platform of choice, trusted by 400+ public sector organisations from emergency services, to local and central government, housing and healthcare, to education, and travel and transport.
Built for the inbox you actually have
Public service inboxes are not marketing inboxes. What lands there ranges from a bin collection query to a safeguarding disclosure, and it arrives mixed together, out of hours, with no subject line. Generalist AI customer service software was built to help a brand sell. Orlo’s AI for customer service was built for the work you are accountable for: grading a call for service, flagging a manipulated image, protecting a handler from something they should never have to look at. The AI narrows the field. A person still decides what happens next.
AI suggested responses
AI generates suggested replies to inbound messages based on your organisation’s own previous responses to similar enquiries, and surfaces several options in the response box. Your agent sends, edits, extends or ignores them, so tone of voice and local context stay with the person who knows the case. It sits alongside Snippets, your saved-reply library, giving you both deterministic canned responses and adaptive generated ones. Because the suggestions are grounded in your own past replies rather than the open internet, the output starts closer to how your organisation actually speaks.
AI conversation summaries
AI summarises a person’s prior contact history and presents it in the inbox next to the live conversation: previous reasons for contact, average sentiment across those contacts, reference numbers and other key context such as recorded vulnerability. At conversation level it condenses long threads, so an agent picking up a case mid-flow has the position without reading 40 messages first. It is a contextual briefing rather than a case record, and it works alongside profile tags and notes.
AI message classification and prioritisation
AI auto-categorises inbound messages against classification structures you define yourself, so the taxonomy reflects how your organisation actually triages demand rather than a schema we imposed. There is no fixed limit on the number or type of classifications you can configure. Classification is not just a label. It drives automation triggers, filtering by message type and P1 to P5 priority routing, with priority shown as a coloured ring on the sender profile. It is also a reportable breakdown field in custom widgets, so you can analyse demand by type over time instead of only surviving it in the moment.
AI spam filter
Separates spam from genuine community contact so your inbox reflects real people. Mark spam manually or in bulk and the classifier improves as your team keeps classifying. Detection operates per channel, and a spam-only view in Individual Message Mode means nothing is lost without review. It learns from your decisions rather than arriving with a fixed view of what matters to you.
AI deepfake detection
AI assesses inbound images for indicators of synthetic or AI generation and raises an advisory flag to the handler, with a route to review further. It is a prompt for human verification, not an authentication verdict, and it does not block or remove content. As synthetic media gets cheaper to produce, the risk is not only fraud. It is a handler acting in good faith on an image that was never real.
AI sensitive image detection
AI identifies explicit, indecent or offensive imagery in inbound messages and prohibits it from handler view, redacting it before a person is exposed to it. This was built with a frontline public sector partner for one reason: duty of care. It works with the wider safeguarding toolkit including message redaction, Tamper Check evidential export and Inbox Audit, so protected content is still handled in an evidentially sound way rather than simply thrown away.
AI that protects your people
This is not an efficiency argument. Public service teams absorb abuse, distress and images that commercial platforms never anticipated, and there is a wellbeing cost that no productivity metric picks up. Sensitive image redaction, deepfake flagging and spam separation exist so your handlers are not the filter. Redaction, priority routing, profile tags for vulnerable contacts and evidential export mean the difficult contact is still handled properly, just not at your team’s expense.
Governed the way your organisation needs it governed
Scope
Defined jobs inside the inbox workflow. No open-ended chat surface pointed at citizen data.
Data
Isolated model deployment, no third-party model training or storage and UK data residency, with ISO 27001, ISO 22301, Cyber Essentials, Cyber Essentials Plus and SOC 2, available through G-Cloud 14 and CCS.
Decision
AI suggests, grades and flags. A person replies, escalates and resolves. Nothing reaches a member of the public unless someone accountable chooses to send it. That is the meaningful human control principle in the Government Digital Service AI Playbook, described in the language of the actual product.
Evidence
Inbox Audit, Tamper Check evidential export, message redaction and organisation-configured automation triggers. Your triage rules are set by you, not inferred by a model.
How Orlo’s AI compares with generic tools
Generic AI chat and help desk tools were built to help a brand sell or support commercial queues. Orlo’s AI was built for a public service inbox.
| Generic AI chat & help desk tools | Orlo AI for customer service | |
|---|---|---|
| Built for | Retail and commercial support queues | Public service inboxes, from routine queries to safeguarding disclosures |
| Suggested replies grounded in | General web content | Your organisation's own previous replies |
| Classification | Fixed, vendor-defined categories | Classification structures you define, no cap on number or type |
| Safeguarding | Not available | Sensitive image detection and deepfake advisory flagging |
| Evidence trail | Limited or no audit trail | Inbox Audit, Tamper Check evidential export, message redaction |
| Data handling | Standard data handling | Isolated deployment, UK residency, ISO 27001, Cyber Essentials Plus, SOC 2 |
| Procurement | Standard commercial process | G-Cloud 14, CCS |
| Human control | Varies by vendor | AI suggests, grades and flags. A person replies, escalates and resolves |
See what your inbox looks like with the noise gone
Bring us a normal week of inbound contact and we will show you how it grades, prioritises and summarises, plus the controls your information governance team will ask about.
See what your inbox looks like with the noise gone
Bring us a normal week of inbound contact and we will show you how it grades, prioritises and summarises, plus the controls your information governance team will ask about.
Questions we get asked (FAQ)
Can the AI reply to someone without us seeing it?
No. Suggested responses are explicitly there to ignore, tweak or add to. A human sends every reply.
Who decides the classification categories?
You do. Configure them around your service lines and your risk model, with no cap on the number or type.
Does the deepfake flag mean an image is fake?
No. It is a probabilistic advisory that tells a handler to verify before acting. It does not authenticate, block or remove.
What happens to a redacted image?
It is kept out of handler view but remains handled inside the platform’s evidential controls, so nothing needed later is destroyed.
How is this different from generic AI customer service software?
Generic AI customer service software is built for commercial support queues, ours is built for a public service inbox. Suggested replies are grounded in your own past responses rather than the open internet, classification structures are yours to define with no cap, and safeguarding tools like sensitive image detection and deepfake flagging exist because public service teams see contact a retail helpdesk never will.
