How to reduce local government contact centre enquiries by 84% in just 6 months

(Whilst saving hundreds of thousands of pounds AND increasing citizen satisfaction scores)!

using this new little-known, powerful tech solution...

IntelAgent Dashboard

Trusted by local governments and authorites...

IntelAgent customers

Monmouthshire County Council
reduced enquires by 84% in 6 months...

And used reclaimed time to handle complex cases for society’s most vulnerable!

IntelAgent review
“Within only 6 months, 84% of enquiries were being handled automatically, without the need for a telephone agent. The time savings are huge. We have already given hundreds of hours back to the contact centre!”

- Matt Gatehouse
Matt Gatehouse
Matt Gatehouse

Head of Policy Performance and Scrutiny at Monmouthshire County Council

West Berkshire County Council
reduced 83% enquiries in 6 months...

Whilst implementing live-saving 24/7 coverage during Covid!

IntelAgent customer result
“We are grabbing people people from the website and channelling them through the bot to more targeted information”  

- Matt Scalpelo, Applications Development Manager at West Berkshire Council

Matthew Scalpelo
Mat Scalpello

Applications Development Manager at West Berkshire Council

Herefordshire Council 
effortlessly automated 3,000+ low value, manual monthly interactions

and further reduced calls and emails by 15% in just 3 months!

IntelAgent Results
Andy Churcher
Andy Churcher

Programme Manager: Digital, Technology and Systems at Herefordshire Council 

IntelAgent press

Who this is for?

Senior figures in Local Government with budgetary responsibility and a 
vested interest in radically improving operational efficiency across your council

  • Service Directors
  • Heads of Operations
  • CEOs and COOs
You are a hardworking and need to drive operational efficiency across your council, whilst delivering the best possible citizen service. 

You know that public perception of the council isn’t great, and you want to improve that. However…

Your contact centre teams are struggling with high volumes of repetitive telephone and email enquiries, they feel;

• Overwhelmed
• Frustrated
• Demoralised, and...
• Under constant pressure to hit KPIs

You need to help citizen-facing staff to quickly find a way to efficiently respond to enquiries, without increasing team headcount, or demanding even more of the current team, but your resources and attention feels constantly stretched…

You know that there is a better way to decrease non essential citizen calls and emails - and the enormous, life-changing benefits of directing your resources to help the vulnerable, the isolated and the disadvantaged. 

Also, you know that If you could make your service agent’s roles more fulfilling and improve your teams morale, it would be game-changing. But…

You are growing tired of increasing volumes of frustrated citizens and the constant pressure your team is under to do more. 

You’re concerned that when handling public money, you need to make the right choices. You can’t mess it up.

Your resources are constantly squeezed by budget cuts, and you’re always needing to do more, with less.

You’re conscious of the ‘job loss’ fear surrounding automation and need to better understand how you can navigate this effectively.

Even though it's not true, people in your position often think service automation tools like chatbots and digital assistants are a risky investment. 

It could be deemed a waste of public money, or worse… that they could contribute to job losses! 

You’ve heard mixed reports about this type of technology, and wonder if they can genuinely help citizens and support your staff?

You may have already tried to implement service tools like apps and self-serve portals before, but it didn’t work out and it’s not your fault! 

The fact is, nobody really downloads apps anymore because there’s a lot of friction and concern related to downloading apps. 

And even if you implemented an apps, studies show that 84% of mobile user’s time is spent using only their 5 favourite apps, so the chances of a Local Authority app being used is very slim, at best! And…

As for self serve portals… they are set for failure because;

• Citizens don’t know about them, or they ask too much of the citizen (too many clicks, username, passwords etc)
• They’re clunky, unintuitive and hard to navigate
• They’re next to impossible to update and keep track of, meaning information quickly becomes obsolete

And yet…

Big technology companies charge a small fortune for these out dated platforms, leaving you and your team struggling, overwhelmed and locked into expensive contracts!

But, what if there was another way?

There is... And, we’re so excited to tell you about it!

But first, it’s imperative to act fast as this is a limited opportunity and society’s most vulnerable citizens (victims of domestic abuse, the homeless, the economically disadvantaged, the old and isolated) are paying the price for local government inefficiencies every single day, but…

You can make a real difference to their lives! 

Every hour of inaction is an hour wasted that could be spent on supporting your citizens. 

We’re sure Covid-19 taught you and your team many lessons, which is why we’re so passionate about help and support you now. 

If action isn’t taken to minimise these inefficiencies, there are very real consequences that will play out; 

• Good people will lose their homes, and even their lives
• Victims of abuse will continue to suffer
• People will be sleeping on the streets
• Old people who desperately need support will be alone

“Business as usual” is not an option anymore. 

Local Authorities are often highlighted as the point of failure, and you’re in charge.

Good news is, we can start to fix this today.

By implementing technology like this, you are showing you support your citizens and their growing desire to self-serve. And…

Doing so releases your teams’ time to help those incapable of self serve, which is what’s really important!

The COVID-19 pandemic accelerated the use of digital tools to assist citizens in accessing council services, and being in such an important position, you need now consider the strongest strategy. 

What if there was another crisis?

Citizens want to self serve; they don't want to bother you and your teams with menial enquiries - and your resources are stretching to breaking point. 

Don't ignore the huge opportunity in front of you...

Citizens expect to self serve, are willing and ready. 

Please don’t fail them, or your team!

How to do more for your local authority, with less...

What if you and your team could quickly (and easily) make the impact you always knew was possible?

The truth is, you could implement a chatbot or self-service portal in an attempt to lower contact volume and low level workload, but this creates other problems (downloads, usernames, passwords, new tools to learn).  

So, you know that citizens will just end up picking up the phone because the process becomes more inconvenient for them!

That’s why we created a digital assistant solution that doesn't just answer citizen enquiries; it executes them for you!

Our powerful solution, IntelAgent is built specifically for local government to rapidly build deeply integrated digital assistants that leverage a branch of artificial intelligence called natural language understanding (NLU). 

What this means is that common tasks like taking payments, booking appointments, and documenting reports are done for your team, automatically!

IntelAgent is the most widely used and ONLY platform dedicated entirely to solving the citizen service automation problem for Local Government. 

It’s simple to implement, easy to use and creates powerful results for you, your team and the citizens in your authority.

Our background and experience

Paul Shepherd IntelAgent CEO
Paul Shepherd, Founder and CEO
IntelAgent was founded in 2017 and our partners include Google, Agilisys, Socitm and 8x8, among many others! 

Our investors include institutional firms like The British Business Bank and The Development Bank of Wales.

We have worked with many local authorities across England and Wales; West Berkshire, Herefordshire, Monmouthshire, Havering, (the list goes on)...

We are endorsed by all of our customers and we recently won Best Public Sector Automation firm 2021!

We’ve also won StartUp of the Year, Technology Start Up of the Year, Tech Nation Rising Star, and Top 5 Global chatbot platform, so you’re in safe hands.

It all started when our Founder Paul Shepherd saw first hand how social media channels like Twitter and Facebook were becoming widely adopted by businesses, whilst working for a media company in America. 

So, on returning to the UK, he started a digital agency with the mission to educate UK companies on how to implement better, new channels to serve customers more efficiently. 

The agency was an incredible success and it planted a seed on solving (not just managing) the repetitive nature of customer enquiries.

Paul looked for an easy and affordable solution, but there wasn’t one. The solutions he tried ended up creating more workload! So…

Paul starting hiring a dream team and shared his vision to build IntelAgent….

The best solution on the planet for drastically reducing customer service teams workload, whilst increasing satisfaction scores and making it possible to hit ambitious goals - and it worked!... 

That’s why Paul and the IntelAgent team decided on creating a very specific solution for local government, a place where the impact makes a very real human difference.

Meet the team

Joe
COO
Andy
Product Director
Karyn IntelAgent
Karyn
Customer Success Director
Adrianna IntelAgent
Adrianna
 Front-end Engineer
Ivan IntelAgent
Ivan
Software Engineer
Mark IntelAgent
Mark
Software Engineer
Bastian IntelAgent
Bastian
Software Engineer
Etnik IntelAgent
Etnik
Software Engineer

How to rapidly reduce citizen enquiries by 80+% in just 6 months

Step 1Understand your call volumes, topics, and cost to serve, so that you can 
identify which contacts would be the easiest to automate, and 
have the biggest IMMEDIATE impact!

How to reduce call centre enquiries

Old way: Painfully inefficient

  • Minimal, or zero oversight of citizen cost to serve, contact types; call volumes, call and email topics, etc
  • ​Foggy understanding of how to efficiently handle and automate high volume, low value contact (at scale)

New way: Complete control

  • Easily understand how long it takes and how much it costs to handle enquiries at all times
  • ​Gain crystal clarity on your teams entire process and immediately improve it
  • ​Use IntelAgent to rapidly build digital assistants that automate the highest volume, lowest value contacts, reduce time and costs by 80%, and finally help your teams support the citizens that need them most

Old result: Missed targets, stress and awful morale

  • 'Firefighting' team inefficiency, stretched resources and missed targets
  • ​Low citizen satisfaction scores
  • ​Serious time and money wasted hiring, training and managing a bloated, high maintenance team

New result: Achieving targets

  • Drastically improve citizen satisfaction scores (no more long call waiting times and painful passing between departments)
  • ​Eliminate all wasted resources and energy hiring, training and managing full time, or temporary staff during peak times
  • ​Make intelligent, data based decisions and gain complete confidence in your management

Save 46,874 days! 
What?

Our team analysed 10 million calls across 50 UK councils and discovered the industry standard ‘cost to serve’ was £1 per call minute and an average call length of 5 minutes. 

So, cost to serve = around £50million! 

What’s more, ‘time to serve’ = 833,333 hours, or 104,166 working days...

With an average contact reduction rate of 45% IntelAgent could save 46,874 days!*
*time savings = full time employee reduction of 4 agents that could be retrained and/or deployed to more value-added areas of the council

Step 2: Use our insanely simple drag and drop builder to automate answers and resolutions

How to reduce call centre enquiries

Old way:  Manually answer citizen enquiries

  • Hire, train and manage a large team, increasing headcount at peak times
  • ​Answer the same individual enquiries using canned responses, over and over again

New way: Effortlessly automate solving enquiries

  • Work with us and create a powerful workflows that don’t just answer, but resolve citizens enquiries completely and immediately for less money
  • ​Focus your motivated team on helping societies most vulnerable and solving complex cases 

Old result: Missed targets and a highly unproductive team 

  • Babysitting a high maintenance, low morale team
  • ​Explaining why you just ‘can’t’ and saying it's ‘unrealistic’ or ‘impossible’ way too often
  • ​Losing your optimism that you can make an impact and forgetting the reason why you’re in your career

New result: Hit your targets and make an impact

  • Celebrate smashing your goals with your team
  • ​Create a deep sense of meaning and purpose for your team and yourself
  • ​Experience, real, measurable improvements month after month

Did you know?...

A OnePoll study has found that 26% of our time in work is wasted on processes that could (and should) be automated, and the majority relate to repetitive, high volume, low value customer enquiries. 

In fact, a study by Dimension Data says 70% of consumers now expect a company’s website to include a self-service application!

Step 3: Effortlessly inform your citizens about your incredible new self serve channel

How to reduce call centre enquiries

Old way: Firefighting incoming enquiries, from everywhere!

  • Your citizens would write to you
  • ​ Or, call you...
  • ​Perhaps send an email
  • ​Or, submit a form on your website
  • Maybe you even launched a mobile app 
  • ​Or, built an expensive self serve portal
  • Or built an expensive self serve portal!

New way: Multi-channel contact all in the same place!

  • Develop a digital assistant using IntelAgent and have it ‘live’ anywhere ...
  • ​On your website (including your intranet)!
  • ​Across your mobile app
  • ​On top of messaging apps (like WhatsApp), and
  • ​Even in smart speakers where it can be interacted with by voice (the truly frictionless interface)!

Old result

  • Frustrated, or even furious citizens because of long hold times, then being bounced between departments or agents having to repeat the same information over and over…
  • ​Insanely high cost of serve, leaving you with managing a bigger and bigger team
  • ​No feedback, no improvement. Day in day out inefficiency and stress
  • ​Next to impossible to make data driven improvements from antiquated postal contact, which takes up so much time
  • Slow, or no citizen resolutions
  • ​Important data lost because of notoriously unreliable and manual process website forms
  • ​Citizen paranoia and constant reassurance over mobile app privacy and restrictions
  • ​Money and time wasted, citizens never remember login credentials, or can find their way around bulky self serve portals

New result

  • Your citizens will flock to self serve
  • ​They will receive instant answers and resolutions to their enquiries
  • Easily measure the impact of your citizens new, favourite channel or accessing public services
  • ​Citizens will no longer call you for the simple stuff
  • ​Your teams will spend much less time dealing with high volume, low value contacts
  • ​They will have more time to support complex issues for people who really need the human touch
  • ​They will feel more fulfilled in their jobs
  • ​And will consequently deliver even higher standards of citizen service
  • ​Citizen sentiment and satisfaction scores will sky rocket
  • ​The time and money you save can be redeployed into really important areas like social services

Don't just take our word for it...

“We are now grabbing people people from the website and channelling them them through the bot to more targeted information!”  

- Mat Scalpello, West Berkshire Council

Just 3 simple steps to drastically reduce council contact volume and free up your team, without wasting budget, starting right now!...

Step 1

Understand call volumes, topics, and cost to serve, so that you can identify which contacts would be the easiest to automate, and have the biggest IMMEDIATE impact!

Step 2

Use our insanely simple drag and drop builder to automate answers and resolutions.

Step 3

Effortlessly inform your citizens about your incredible new self serve channel.

You have two options...

Option #1
stay where you are
same actions. same results.
  • Work more, but results don't improve
  • Waste public money 
  • Keep hiring MORE people
  • Continue to struggle managing
  • Miss important targets
  • Lack of focus and clear direction
  • Painful manual processes
  • Outdated systems and practices
  • No support
Option #2
let us help you
start making an impact today!
  • Become highly strategic
  • Save hundreds of thousands £££
  • Manage a high performance team
  • Become data driven, with zero experience
  • Hit and surpass ambitious targets
  • Gain complete clarity and focus
  • Effortless management
  • Stay ahead of the curve
  • Experienced, world-class support

Full breakdown to save you time...

Option 1: Keep doing what you're doing. Same actions. Same results.

You could hire more contact centre agents (either permanently or on a temporary basis) to deal with your busiest times. However, adding headcount is expensive, slow and bureaucratic. New agents need weeks of training and constant management, only to still be dealing with repetitive, often low value citizen enquiries. 

Or, apply more pressure to your existing teams by increasing targets and KPIs. Short term, this could work. Long term, this will promote wrong behaviour and further drive down staff morale, ultimately leaving your citizens to suffer poor service as agents rush to answer more calls.

Option 2: Let us help you.

Work with us to quickly, easily and inexpensively install an already proven, local government favourite power tool and delivery unprecedented levels of success and service. 

By doing this you will save both time and money, whilst giving your team and citizens the support they need. 

Our customers experience lower levels of stress and are hitting their targets month after month!

Are you next?


“IntelAgent have been an excellent company to work with, very flexible on our requirements and very proactive!”

- Julian Williams. Applications Manager, Carmarthenshire County Council

IntelAgent is the #1 tool for senior figures within 
local government

with budgetary responsibility and a vested interest in radically improving operational efficiency

UK local authorities use IntelAgent to achieve 
life-changing results!

Just imagine being able to make such a positive impact in months without spending more money...

Abigail Barton
“We have already given 100s of hours of time back to the contact centre!”

Abigail Barton, Head of Communications at Pembrokeshire Council  
“Our organisation deals with a lot of complex issues. IntelAgent gives us the opportunity to deal with thousands more queries 24/7/365 in a cost-effective way, freeing up our front-line staff to deal with the things where people in our communities really need a human response.”

- Matthew Gatehouse, Head of Policy Performance and Scrutiny at Monmouthshire County Council
Matthew Gatehouse
Gabrielle Mancini
“IntelAgent streamlines user experience, decreases dwell time and impacts call centre volumes. IntelAgent can’t do enough for us, this has been a very positive experience.”

- Gabrielle Mancini, Customer Engagement & Transformation at West Berkshire Council
“Being able to handle high volumes of Covid-19, waste collection and council tax enquiries via the digital assistant has led to a 15% reduction in calls and emails across all services. We have released customer contact agents’ time to focus on Herefordshire’s less digitally savvy, and higher vulnerability citizens.”

- Andy Churcher, Programme Manager: Digital, Technology and Systems at Herefordshire Council

Andy Churcher
IntelAgent Review
“IntelAgent have been an excellent company to work with, very flexible on our requirements and very proactive”

- Julian Williams, Applications Manager at Carmarthenshire County Council

Benefits and outcomes

  • Resolve citizen enquires and complaints immediately
  • ​Consistently decrease incoming calls and emails
  • ​Offer a powerful, seamless 24/7 service
  • ​Generate revenue faster through secure bot payments
  • ​Collect incredibly powerful data and surpass your targets
  • ​Drastically increase citizen sentiment and satisfaction metrics
  • ​Gain complete clarity on your contact centre traffic
  • ​Understand how effective and efficient your teams really are
  • ​Free valuable time for your team to focus on resolving meaningful, complex cases
  • ​Radically improve your teams morale 
  • ​Motivate your team to support vulnerable citizens
  • ​Redeploy contact centre agents to high value, high impact projects
  • ​Make a real, measurable impact helping societies vulnerable
  • ​Happier citizens, team, CFO and elected members - and so much more!...

Everything you need to hit your targets and 
make a serious positive impact in your local authority!

Features + 
How it works

IntelAgent Chatbot™

If previously you wanted to facilitate citizen self service, you would have to spend thousands of pounds building a mobile application (for Apple and Android devices), promote the application, hope citizens took the time to download the application and learn its interface so they knew how to self-serve. 

Alternatively you could spend thousands of pounds on a self-service portal, promote that portal, hope citizens created an account for the portal, remembered their login credentials, and use the portal to self-serve. 

But now, you can use IntelAgent to rapidly build digital assistants, and launch them on your website, social media channels and messaging apps like WhatsApp, meaning citizens can easily access the services they need over the channel they most regularly choose to use without having to download apps, create accounts, remember login details, or encounter any of the friction that has hampered previous self-serve efforts. Can you imagine how easy this would be?

Intuitive IntelAgent Dashboards™

If previously you wanted to truly understand why your citizens contacted you, when they contacted you, which enquiries were most easily remedied, which needed more specialist knowledge, empathy and emotional intelligence, and how your citizens felt about the service they received… you would have to ask your contact centre teams, listen back through recorded calls, analyse CRM wrap notes, run citizen surveys and generally cobble together disparate quantitative and qualitative datasets…

But now, using IntelAgent’s beautiful and intuitive dashboards you can easily access key citizen insights to better understand and better serve your citizens, even with zero experience. Better understand what times of day, days of week, weeks of month and month of year you experience peaks and troughs. 

Delve deep into the topics of most concern, and continually build new data driven resolutions into your digital assistants. 

Forget asking multiple departments for multiple reports, simply choose the data range you want to analyse and watch the key metrics generate in front of your eyes. Download and share key reports at the click of a button.

IntelAgent Notify™

Finally, before if you wanted to proactively push important key messages to a certain demographic within your constituency, you would have to rely on letters, emails, social media, websites, SMS, and maybe even phone calls - consuming, and expensive!

With IntelAgent Notify™ you can quickly and easily build a powerful mini ‘campaign’. 

For example, you could encourage people to vote in local elections, or let them know about a change in the bin route. You could push this message directly to all, or a selected group instantaneously!

And what’s even better? 

IntelAgent Notify™ notifications average a response rate of 28% (against an email response rate of 2%). You can be sure your message is seen way more often, further reducing incoming enquiries and citizen confusion - and for free!

Cut your costs by 10X 
(or more) with IntelAgent™

Here's what you get...

12 Month Unlimited IntelAgent™ Subscription

Gain full access to all IntelAgent features listed above! Build, integrate, train, test and deploy digital assistants quickly and easily.

Complete Call and Email Analysis

Easily identify ‘low hanging fruit’ and rapidly make intelligent, data driven decisions to automate the work you need help with the most. Immediately reduce calls and emails, whilst dedicating your teams time to high impact tasks.

Tested Self-Serve Workflows and Content

Launch highly logical and engaging workflows, pre-programmed with answers proven to reduce enquiries and make citizens happy. Be successful and increase efficiency from day one.

IntelAgent™ ROI Calculator

Quickly remove all ‘technology investment risk’ and feel confident in your decision with a solid business case that underpins your investment rationale to all stakeholders. We’re so confident of the incredible results you’ll see (and we understand your decision making process) that we’ll support you with everything you need to show the board, elected members and the public, to get the results you need.

Secret Self-Serve Guidebook

Access our helpful guidebook which shows you the exact step by step process of a smooth and successful digital assistant launch. We’ve created best practices and secret tips from our customers making it easy for you to understand and master citizen self-serve and maximise call deflection and email reduction, effortlessly!

Limited time only!

3x free bonuses
(worth over £10,000)!

Bonus #1
FREE Waste Collection Digital Assistant

We know that waste collection enquiries are a huge waste of time for you and your team. Our expert term will build, program and deploy a powerful waste collection digital assistant for you. This incredible bonus has been tried and tested to reduce waste enquiries by over 80%!

BONUS #2
Personal Deployment Expert

Be live in just minutes! Don’t take up any of your teams resources and use our expert Deployment Team to effortlessly launch your new digital assistant. 

BONUS #3
Free Team Training

Save hours and ramp your team to become experts, all without taking up any of your time!
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FAQs

Are the digital assistants secure? 
We use bank level security encryption and have a security team, so you can be certain that your data will be secure.
Can this work with Azure, Oracle, and other infrastructure?
Yes, we can work one on one directly with your technical team to ensure IntelAgent works perfectly for you and your team.
How long does it take to get started?
Just minutes. Click on the ‘Get A Price’ button, speak directly with one of our experts to discover exactly how IntelAgent could work for your specific needs. 
How much work will I need to do?
Allow us to do the work for you. We’ll analyse your data for free and recommend best practices. All you need to do is drag and drop your answers, go live and watch the positive impact and results.
What if I can’t get the call or email data you need?
We can help you to do this, but even without that data we have such vast experience in the local government sector that there are very solid estimates we can use to inform the project and the ROI of your digital assistant deployment.
Have you done this for other local government clients?
We sure have! We are the most widely used digital assistant platform in the sector. We have deployed for Monmouthshire, Herefordshire, West Berkshire, Oadby and Wigston, Havering… and many more local authorities!
How do we know citizens will actually use our digital assistant?
79% of people now expect you to use chatbots and digital assistants, citizens want you to make it easier for them to contact you. Remember, when you join us you’ll gain full access to our ‘Citizen self-serve promotion guidebook’. A few examples, of ways our customers encourage use; 

- Easily link your chatbot from your social channels. Add to your email signature.
- Pin a tweet or other social posts informing citizens of your digital assistant.
- Add encouraging instructions by phone from your interactive voice response (IVR).
- Blog about your digital assistant. 
- We’ve even seen clients run competitions to name their chatbot!

There are countless methods and the more awareness raised, the more citizens will adopt the channel, meaning more time for you and your team to support the people that really need help!
But, our citizens like to use the phone to contact us?
The phone is the most commonly used channel because it’s the longest established channel, and there has never been another viable choice when immediate answers are needed. But digital assistants are being more widely adopted; Huffington Post says that 79% of people now expect businesses to use chatbots and/or digital assistants, and by offering this channel to the people willing and able to use it, you are freeing up your phone lines for the people that are less digitally savvy - often the elderly, in someway isolated and/or disadvantaged.
What will make the biggest impact most quickly, and how can you be sure?
We’ve done this many of times for Local Authorities, our experience makes it easy to know precisely where your biggest gains are to be had. 

We also assess your call data and talk to your customer service teams to ensure accuracy and results. We can help you make an immediate impact!
We’re already really stretched for resources. How much of my team’s time are you going to need to launch our digital assistant?
We appreciate how stretched resources can be, that’s why we’ve made it possible for your digital assistant to go live with zero input from you. How does this work? We have tested, pre built frameworks that cover your service lines and will support citizen self-serve. All you need to do is copy and paste a line of code into your website. It’s that easy!
How do I know it’s working?
Our IntelAgent platform has an intuitive and powerful data dashboard. You will be able to quickly and easily see key data points like; decreased telephone calls, emails, web form submissions and in person council visits (it’s these contact deflections that seriously deliver ROI). You’ll also see; number of users, repeat users, levels of ‘full automation’ vs ‘triage’ (i.e. the bot has taking information and passed your citizen to the most appropriate human agent), citizen sentiment, key topics and much more! Also, don’t underestimate the good will factor; citizens will appreciate your citizen centric approach and the fact you are supporting their desire to self-serve.
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