Public administration · City services · Service companies
مركز الاتصال الموحّد
نقطة موحّدة لاستقبال طلبات المواطنين والعملاء عبر كل القنوات مع ضبط مستوى الخدمة.
القيمة المقترحة
A request arrives through any channel, is classified and routed to the right owner. The operator gets prompts, the manager gets SLA control.
التحدي
Requests arrive through disconnected channels and are tracked separately. Topics are set manually, routing takes time and answer quality varies.
لمن
- Government bodies and akimats
- City and utility services
- Contact centre operators
- Customer service managers
النواة الرقمية
- Omnichannel request intake
- Unified request card
- Classification and routing
- Answer knowledge base
- SLA control and escalation
- Request analytics
الوحدات الوظيفية
- Telephony and call queue
- Chat channels and web form
- Operator workplace
- Knowledge base and answer templates
- Routing and escalation
- Service quality control
- Reporting and dashboards
البنية
- 01
Channels
- Phone
- Web form and portal
- Chat channels
- Mobile app
- 02
Business logic
- Handling regulations
- Routing matrix
- SLA and escalation
- Quality control
- 03
AI layer
- Citizen AI Agent
- Operator Copilot
- Speech recognition
- Conversation summary
- 04
Data
- Request history
- Topic and service catalogue
- SLA metrics
- Recordings and transcripts
TEQ Intelligence Layer
طبقة الذكاء
- Voice and text AI agentوحدة ذكاء اصطناعي متاحة
- Kazakh and Russian speech recognitionوحدة ذكاء اصطناعي متاحة
- Request topic detectionوحدة ذكاء اصطناعي متاحة
- Automated routingوحدة ذكاء اصطناعي متاحة
- Conversation summaryوحدة ذكاء اصطناعي متاحة
- Operator promptsوحدة ذكاء اصطناعي متاحة
- SLA controlمُنفَّذ
- Citizen AI Agentوحدة ذكاء اصطناعي متاحة
- Operator Copilotوحدة ذكاء اصطناعي متاحة
وحدات الذكاء الاصطناعي مطوَّرة وقابلة للتوصيل بالحلول، لكنها ليست قيد التشغيل الفعلي لدى العملاء بعد — وهي متاحة لمشروع تجريبي أو للتنفيذ.
الوكلاء القابلون للتوصيل
Citizen AI Agent
وحدة ذكاء اصطناعي متاحةAnswers routine citizen questions and explains required documents and the service procedure in Kazakh and Russian.
- Search over the service knowledge base
- Document checklist generation
- Escalation to a human operator
Makes no service decisions. Answers come only from the approved knowledge base; ambiguous cases are escalated to an operator.
Operator Copilot
وحدة ذكاء اصطناعي متاحةAssists the operator in real time: surfaces the regulation, drafts the conversation summary and a reply.
- Dialogue summarisation
- Regulation hints
- Reply draft
- Topic classification
A reply is sent only after the operator confirms it. All hints are logged.
سيناريو العمل
A typical scenario: from event to confirmed result.
- 11A citizen calls or writes through any available channel.
- 22The agent recognises speech, detects the topic and checks the knowledge base.
- 33Routine questions are answered immediately; complex ones go to an operator with a summary and prompt.
- 44The operator confirms or corrects the answer.
- 55The request is routed, the SLA is tracked and quality is measured.
التكاملات
- Document management systems
- Government information systems (per regulation)
- CRM and Service Desk
- Telephony platform
- SMS and email notifications
الأمن
- Access control over applicants' personal data
- Audit logging of operator and agent actions
- Recording retention per the client's policy
- Closed-perimeter deployment
دور الإنسان
AI assists the operator with a summary, a prompt and a draft answer. The reply to the applicant is confirmed by the operator.
في العمليات الحكومية والمالية والمرتبطة بالأمن يعتمد القرار النهائي موظف مخوَّل. أما الذكاء الاصطناعي فيحلّل البيانات ويجهّز التوصية.
دراسات حالة ذات صلة
ناقش تنفيذ الحل
صف نطاق التنفيذ — سنقترح صيغة دراسة أو مشروع تجريبي أو مشروع متكامل.