Public Sector · Judiciary
Conversational AI in the Federal Judiciary
How CNJ modernized citizen service with AI agents, reducing response time and expanding access to judicial information.
The challenge
The National Council of Justice received a growing volume of queries per month about legal proceedings, deadlines, and judicial procedures. The volume overwhelmed service teams and created long wait times for citizens, compromising both the experience and operational efficiency.
The solution
Tolky deployed conversational AI agents across CNJ's digital channels, capable of answering frequent queries, guiding citizens through procedures, and escalating to human specialists when necessary, with full traceability of every interaction and integration with legacy judicial systems.
Results
Significant reduction in average citizen response time
24/7 service with no increase in operational headcount
Full traceability for public sector compliance requirements
Integration with Federal Judiciary legacy systems
Smart escalation to human specialists with full context
“Tolky was essential for unifying our national-scale service operation. The integration with our existing systems was precise and the support throughout implementation made all the difference.”
DI
Director of Digital Operations
National Council of Justice
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