Round-the-clock citizen service, with intelligence on every conversation
A bilingual voice AI assistant for a government entity in the Middle East that answers citizens 24/7 and shows leadership what people are actually calling about.
service, up from 12 hours a day
enquiries handled every day
in both languages
saved every month
the situation
Citizen enquiries were handled manually by a 10-person team, and only during a 12-hour window. Leadership had little visibility into what people were calling about.
the hard part
It had to handle real conversations in two languages at government-grade reliability, and do more than answer calls: management needed to understand the conversations, not just clear the queue.
what i built
Bilingual voice agent
Handles enquiries in Arabic and English around the clock.
Conversation intelligence
Tracks what is being discussed across calls, so it's clear who is talking about what.
Management assistant
Surfaces those insights to leadership, so decisions are based on what citizens actually raise.
how it fits together
results
- Service moved from 12 hours a day to 24/7.
- 200+ enquiries handled daily, in Arabic and English.
- Took over the workload of a 10-person team, saving about $52K a month.
stack
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