Public administration · City services · Service companies
Unified contact centre
A single intake point for citizen and customer requests across all channels with SLA control.
Value proposition
A request arrives through any channel, is classified and routed to the right owner. The operator gets prompts, the manager gets SLA control.
Challenge
Requests arrive through disconnected channels and are tracked separately. Topics are set manually, routing takes time and answer quality varies.
Who it is for
- Government bodies and akimats
- City and utility services
- Contact centre operators
- Customer service managers
Digital core
- Omnichannel request intake
- Unified request card
- Classification and routing
- Answer knowledge base
- SLA control and escalation
- Request analytics
Functional modules
- 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
Architecture
- 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
AI Intelligence Layer
- Voice and text AI agentAI module available
- Kazakh and Russian speech recognitionAI module available
- Request topic detectionAI module available
- Automated routingAI module available
- Conversation summaryAI module available
- Operator promptsAI module available
- SLA controlImplemented
- Citizen AI AgentAI module available
- Operator CopilotAI module available
The AI modules are built and connect to the solutions. They are not yet running in production at client sites — they are available for a pilot or a deployment project.
Pluggable agents
Citizen AI Agent
AI module availableAnswers 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
AI module availableAssists 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.
How it works
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.
Integrations
- Document management systems
- Government information systems (per regulation)
- CRM and Service Desk
- Telephony platform
- SMS and email notifications
Security
- Access control over applicants' personal data
- Audit logging of operator and agent actions
- Recording retention per the client's policy
- Closed-perimeter deployment
The human role
AI assists the operator with a summary, a prompt and a draft answer. The reply to the applicant is confirmed by the operator.
In government, financial and security-related processes the final decision is confirmed by an authorised employee. AI analyses the data and prepares a recommendation.
Related case studies
Discuss deploying this solution
Describe the target perimeter — we will propose a survey, a pilot or a full project.