Public institutions and municipalities
An information line for citizens, answering in their language
The counter opening hours, the documents needed for a certificate, tax payment deadlines, the status of a request. A voice agent can answer these questions from the institution's public information. We do not yet have a public institution with a live voice line, so we propose a pilot project with clear limits.
What the information line can do
Answers from public sources
Hours, addresses, required documents, fees and deadlines, read from the documents approved by the institution.
Status of a request
If the internal register can be queried via an API, the agent says what stage the request is at by its number.
SMS notifications
The list of documents, the office address or a deadline reminder, sent at the citizen's request.
Transfer to a clerk
For complaints, personal situations and anything not in the approved information.
What a pilot would look like
A single topic
For example, local taxes or the documents for one department. Not the whole town hall at once.
Approved texts
The institution approves the knowledge base and the phrases for what the agent does not know.
The notice and the data
The citizen is told that the call is being recorded. We agree who has access to the recordings and how long they are kept.
Internal test
The officers call the line with the real questions received in recent months.
Evaluation
We read the transcripts and decide together whether the line should be expanded, corrected or stopped.
What an information line does not do
- Does not replace the emergency number
- Emergency situations are not handled on this line; the agent immediately directs callers to the emergency number.
- Does not make administrative decisions
- Does not approve, reject or promise the result of an application.
- Does not ask for extra data
- For a general question, the agent does not ask for the personal code or other personal data.
- Does not interpret the law
- It says what is written in the approved information and sends legal questions to the officer.
Frequently asked questions
Have you worked with town halls before?
The MEGA PROMOTING team has worked on municipality websites. We have not yet put a voice line with an agent for a town hall into operation; therefore we propose a pilot.
How is the purchase made?
According to the institution’s procedure. We prepare the technical description and the offer in the required form.
Do citizens' data remain in the country?
Not all of them. The agent also uses external providers for speech recognition and voice. The list of providers and what each one processes is on the security page; we discuss them before the pilot.
Can the line speak in multiple languages?
Yes, in over 70 languages supported by the voice engine. The agent can answer, for example, in Romanian and Russian, with native pronunciation, and the recording announcement can be spoken in both languages. We test other languages in the institution’s case.
What happens outside working hours?
The line can answer general questions outside working hours as well, and requests for officials are noted for the next day.
Choose a topic for the pilot
Tell us which questions your counters receive most often.