AI Voicebot & Chatbot for Citizens

Public administrative call centers typically receive between 10,000 and 20,000 calls per day, making it difficult for citizens to access information efficiently. Currently, an estimated 70% of existing systems do not support AI integration, achieving only 60–70% success rates in automated request handling. Citizens expect instant, 24/7 response systems with clear, personalized guidance. At the same time, the Government requires solutions that can optimize resources, increase automated case-processing efficiency, shorten processing times, and improve citizen satisfaction.

In parallel, Directive No. 24/CT-TTg issued by the Prime Minister mandates that Public Administrative Service Centers must fully transition 25 essential administrative procedures to online platforms by October 1, 2025. This transformation requires tools capable of supporting citizens 24/7.

AI Voicebot & Chatbot for Citizens – Elevating the Public Service Experience

BPO.MP’s AI Voicebot & Chatbot solution is designed to automate interactions around the clock, enabling citizens to easily search for information, register, and track administrative procedures anytime, anywhere.

Key Benefits for Government Agencies and Citizens

• 24/7 support with instant responses, achieving over 95% automated request handling.

• 30–50% reduction in call center operating costs, with average waiting time reduced to 1–2 minutes.

• Administrative processing time reduced from an average of 15 minutes to 5 minutes, saving up to 66% of time.

• Intelligent data analytics from 95% of calls, supporting reporting, evaluation, and faster decision-making.

• Citizen information retention, enabling faster and more efficient handling of requests.

• Multi-platform integration (Website, Zalo, Public Service Portal, telephone hotline) with an average response time of under 2 seconds.

Benefits for Public Administrative Agencies

• Automation can reduce up to 40% of calls requiring human intervention.

• Operating costs reduced by 30–50% through chatbot and voicebot deployment.

• Administrative processing time reduced from 15 minutes to 5 minutes, saving up to 66% of time.

• Information delivery errors reduced from 15% to 2–3% after AI integration.

• Improved citizen satisfaction and enhanced public service quality.

Core Technology Pillars of AI Voicebot & Chatbot for Citizens

• Automatic Speech Recognition (ASR): Converts citizens’ natural speech into text.
• Natural Language Processing (NLP): Accurately classifies inquiries related to administrative procedures, case tracking, and feedback.
• Text-to-Speech (TTS): Ensures smooth, professional, and natural communication experiences.

With nearly 10 years of experience in BPO and process automation, BPO.MP has partnered with numerous government departments and agencies to digitize, standardize, and intelligently transform administrative processes. We are committed to delivering measurable results, providing one-on-one implementation support, and ensuring the highest level of security in compliance with Government regulations.

Contact us today for consultation and a tailored demo that meets your specific needs.