业务问题
Requests arrive through disconnected channels and are tracked separately. Topics are set manually, routing takes time and answer quality varies.
适用对象
- Government bodies and akimats
- City and utility services
- Contact centre operators
- Customer service managers
数字内核
- Omnichannel request intake
- Unified request card
- Classification and routing
- Answer knowledge base
- SLA control and escalation
- Request analytics
功能模块
- 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
架构
- 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 模块可用
- Kazakh and Russian speech recognitionAI 模块可用
- Request topic detectionAI 模块可用
- Automated routingAI 模块可用
- Conversation summaryAI 模块可用
- Operator promptsAI 模块可用
- SLA control已实现
- Citizen AI AgentAI 模块可用
- Operator CopilotAI 模块可用
AI 模块已经开发完成，可接入各解决方案，但尚未在客户处投入生产运行，目前可用于试点或实施项目。
可接入的智能体
Citizen AI Agent
AI 模块可用Answers 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 模块可用Assists 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.
运行场景
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.
集成
- Document management systems
- Government information systems (per regulation)
- CRM and Service Desk
- Telephony platform
- SMS and email notifications
安全
- Access control over applicants' personal data
- Audit logging of operator and agent actions
- Recording retention per the client's policy
- Closed-perimeter deployment
人的职责
AI assists the operator with a summary, a prompt and a draft answer. The reply to the applicant is confirmed by the operator.
在政府、金融及安全相关流程中，最终决定由获授权的员工确认；AI 负责分析数据并给出建议。