A service desk that never closes, never loses a ticket.
Citizen enquiries, appointments and status checks at national scale, in every language your residents speak, with a number to recall, a record of everything said and a person for what needs one.
Calls become unresolved work. In government, it sounds like this.
On the first day of a new service the contact centre drowns, and everyone who couldn’t get through turns up in person.
A citizen calls three times about the same application and explains it from scratch each time.
We run dozens of services across a dozen departments, and nobody can tell me what was promised to whom.
Six jobs, inbound and outbound, finished end to end.
Not a menu of features. Pick a job and hear that exact call run just below.
Listen to how it handles the call, line by line.
Citizen service line · Inbound · 2:18 · ticket recalled, callback set. Scroll and watch what the agent says, what it does in your systems while it says it, and what happens when a person is needed.
Selamat sejahtera, you’ve reached the service line. This is Aina. Boleh saya bantu?
Every action lands as it is said.
Government & Public Services: the same call, seen from your systems. Nothing is typed up afterwards.
- Identity check · IC numberChecked before anything private is said or changed.0:59
- Ticket recalled · SMS sentOpened, updated or recalled by number, with the transcript attached.1:39
- Escalated with notes · callback bookedA person takes over with the story attached, or calls back at a booked time.2:18
0 of 3 actions written
The call ends. The matter doesn’t.
A citizen’s request is one matter, however many times they contact you. The same agent follows it across SMS, WhatsApp and email, and every message reads the live case.
Status that reads the truth.
The text is built from the case at send time. If the status changed since the call, the message reflects it.
Ref 4471 2290: your licence renewal is with the inspections team. They need one document. Use the secure link we sent to upload it. We’ll update you when it moves.
Read from the live case at send time
A photo arrives, and finds its case.
The agent matches the document to the right ticket by reference, acknowledges it and tells the department it has arrived.
Here is the certificate.
Received, thank you. I’ve attached it to your renewal, ref 4471 2290, and asked the inspections team to review it today.
Safety certificate.jpgMatched to the right ticket by reference
The formal outcome, as the original document.
The signed outcome letter goes out as the exact approved file. Superseded drafts are held back.
From Your business
Your licence renewal: approved
Your renewal has been approved. The signed certificate is attached, and the same document is available in your online account.
Licence certificate.pdfApproved file only · drafts held back
- 08:02 · Call · First caller of the day asks about a licence renewal fee. Answered from the approved service catalogue, with the documents list sent by SMS. Resolved by the agent.
- 08:40 · Call · Ticket recalled by number. Identity confirmed, true status read out, SMS update sent. Resolved by the agent.
- 09:25 · Call · Proactive calls about expiring permits. A batch of residents told, outcomes recorded against each one. Resolved by the agent.
- 10:10 · Call · Caller switches language mid-call. The agent follows, keeps the context and doesn’t restart. Resolved by the agent.
- 11:00 · Call · Complaint about a delayed inspection. Case opened, transcript attached, department routed. Handed to the team: Department callback · 12:30.
- 11:50 · WhatsApp · Photo of a document arrives. Matched to the right case by reference and acknowledged. Resolved by the agent.
- 12:45 · Call · Service-centre appointment moved. Real capacity checked, confirmation sent, documents list resent. Resolved by the agent.
- 14:20 · Call · Citizen reports a data error on their record. Details captured; the agent never edits records on its own. Handed to the team: Records team · tomorrow 09:00.
- 15:55 · Call · After closing: status check on an application. Answered in seconds, while the offices are shut. Resolved by the agent. After hours.
- 17:20 · SMS · Notice of a portal maintenance window. Sent to affected applicants; those with open tickets get their status too. Resolved by the agent. After hours.
- 18:40 · Call · Weekend appointment request. Booked against Saturday capacity, confirmation sent. Resolved by the agent. After hours.
- 19:30 · Call · Satisfaction call: the citizen is unhappy. Heard out, transcribed and flagged for quality review. Handed to the team: QA review · tomorrow 10:00. After hours.
- 21:15 · Call · Caller says their permit expires tonight. Recognised as urgent and passed to the on-call officer. Handed to the team: On-call officer · within the hour. After hours.
- 21:50 · Email · Complaint email arrives. Read, case opened, acknowledgement sent in the same thread. Resolved by the agent. After hours.
A service line the public can trust, and an auditor can read.
Government buyers carry a different burden: continuity, language, accountability and data residency. The agent is configured around them.
In-country, under your rules
Hosting, retention and access follow Malaysia PDPA and BNM-ready records. Recordings and transcripts stay where policy says they must.
Every answer sourced
Answers come from your approved catalogue and policies, with the source on the record. If it isn’t there, the agent says so and hands over.
Every language, no queue
30+ languages in the caller’s own phrasing, so the launch-day peak and a quiet Tuesday sound the same.
Accountable end to end
Every call, action and promise on one record: who was told what, which ticket changed, and who owns the next step.
A citizen request, from first call to closed ticket.
One ticket, followed across channels without the citizen ever re-explaining.
Opens the request, reads back the reference number.
A secure upload link; a photo of the document is matched to the case.
A status update when the case moves, read from the live record.
Calls to collect a missing document and books the visit.
The outcome letter as the original PDF, plus a satisfaction invitation.
Works inside what your team already runs.
Your calendar, CRM and records stay the source of truth. The agent reads them and writes back during the call, so nothing is retyped.
All integrations
What changes for your team from the first week.
Peak days stop being crisis days
A new service launches and every caller is answered, in their own language, with the same quality as any quiet Tuesday.
No citizen explains twice
Every contact lands on one ticket, so the next person, or the agent, starts from context rather than zero.
Leadership can see what was promised
Every call becomes a record: who was told what, which ticket moved, and which promise is still open.
Built from the sample day on this page. Illustrative, not a measurement.
What buyers ask before they go live.
Something specific to your operation? Talk to the team or start a free trial.
Hosting and retention are set per programme to follow Malaysia PDPA and BNM-ready records. Recordings and transcripts stay where policy says they must.
Related industries, same engine, different front desk.
Healthcare & Clinics
Bookings, reminders, triage routing and insurance questions, around the clock.
See the agent
Banking & Financial Services
Verified account servicing, card and loan enquiries, with compliant records.
See the agent
Education & Admissions
Enquiries, applications, documents and enrolment follow-ups for every intake.
See the agentHear it run one of your calls.
Call the agent yourself, start a free trial, or bring us your hardest workflow. Most teams are live in days.
