Citizen Services AI Assistant
A multi-lingual AI assistant serving citizens across 40+ government departments.
The problem we were asked to solve
Citizens interacted with dozens of disconnected government services, each with its own portal, contact centre and language coverage. Response times ranged from hours to days, escalation trails were manual, and non-English speakers had limited self-serve options — putting pressure on staff and eroding trust.
What we built
A grounded, multi-lingual Citizen Services AI Assistant unifying access across 40+ departments. The assistant answers queries in seven regional languages, retrieves the latest circulars and forms from a secure knowledge base, files service requests on the citizen’s behalf and escalates to a human officer when needed — all through a single conversation surface.
How it works, end to end
A grounded, secure and auditable pipeline built for enterprise scale.
Circulars, policies, service catalogues and FAQs ingested and versioned into a governed vector store.
Multi-lingual intent + entity extraction routes each query to the right department and service.
Grounded RAG fetches the latest verified content with citations, avoiding hallucinated policies.
Assistant replies in the citizen’s language with clear next steps, forms and eligibility rules.
Backend agents file service requests, track SLAs and route to human officers when confidence is low.
Every interaction feeds an evaluation loop with human review, improving accuracy over time.
The stack behind the outcomes
Impact delivered
- Unified citizen access across 40+ departments through a single, familiar surface
- Faster resolution of routine queries with citations to verified sources
- Reduced load on contact-centre staff, freeing them for high-value cases
- Improved accessibility for regional-language speakers
- Structured escalation trail with full audit history