The "Government for Citizens" State Corporation showcased the operations of the 1414 Unified Contact Center and its AI-based solutions at the AI & Digital Bridge 2026 international forum.
One of the key tools of the 1414 service is the "AI Senim" voice assistant. It provides consultations to citizens regarding more than 100 popular government services. On average, "AI Senim" handles 25,000 to 30,000 inquiries per month. The AI assistant resolves 40% of these requests independently, while forwarding the remaining 60% to human operators for more detailed consultation.
"The process of delivering government services is continuously evolving to meet modern demands, becoming increasingly convenient for citizens. We intend to continue this work and implement innovative solutions to enhance the quality of service provided to the public. I am confident that these measures will contribute significantly to ensuring maximum accessibility and convenience when accessing government services," noted Arman Kenzhegaliev, Chairman of the Board of the "Government for Citizens" State Corporation.
Overall, one in every 20 calls to the 1414 service is handled with the assistance of the AI agent. Plans are in place to expand its use so that every incoming call is initially processed by "AI Senim."
The AI assistant recognizes the caller's input, identifies the nature of the request, and provides the necessary information. Work is also underway to implement dynamic services; in the future, citizens will be able not only to receive consultations but also to process service requests directly during the voice call.
A platform for monitoring the AI assistant's performance was also demonstrated at the forum. It enables real-time tracking of inquiry volumes, call durations, system load, and other key metrics. In addition, specialists can listen to the call recording and view the full transcript, the AI assistant's actions, and the outcome of the request processing. The platform also enables the analysis of conversation sentiment.
