India Govt / PSU — AI Helpline Platform

Background

A PSU in India with operations across 12 states ran a centralised public helpline receiving 3,000 to 5,000 calls and web queries daily. The helpline was staffed by a small team handling everything from billing disputes to scheme eligibility queries. Response backlogs stretched beyond 72 hours during peak periods.

Problem

• Single-tier staffing model with no intelligent triage: all queries treated equally regardless of urgency
• High volume of repetitive scheme-eligibility and document-status queries consuming over 70% of staff bandwidth
• No Hindi or regional language support on digital channels, limiting accessibility for a large portion of citizens
• Compliance risk: no audit trail for grievance resolution timelines per government mandates

Implementation

Given the sensitivity of government data, the deployment was on-premise within the PSU's data centre, with Amorisoft providing a managed deployment team on-site during go-live.

• Data security ISO 27001-aligned deployment architecture, with all data residency within India
• Timeline 14 weeks from Discovery to Go-Live, with a parallel-run period of 3 weeks before full cutover

The PSU's data centre required an on-premise deployment with no cloud connectivity. Amorisoft's team had to restructure the entire integration architecture for air-gapped operation and manage a 3-week parallel-run period before cutover, adding complexity not anticipated in the original scope. This is representative of the kind of infrastructure constraint that surfaces only after a formal technical discovery, and underscores why Amorisoft's engagement model includes a dedicated pre-build architecture review.

Solution

Amorisoft deployed a bilingual AI Agents platform purpose-built for PSU compliance requirements:

• Intake and Classification Agent Accepted queries via web, IVR, and email; classified by type, urgency, and department
• Scheme Eligibility Agent Answered citizen queries about government schemes using structured eligibility logic
• Document Status Agent Integrated with the PSU's internal DMS to provide real-time application and document status
• Grievance Tracking Agent Auto-generated grievance IDs, set resolution timelines, and triggered escalation alerts for SLA breaches
• Audit Log Agent Maintained an immutable record of every interaction for regulatory reporting

All agents operated in Hindi and English, with architecture designed to accommodate additional regional languages.