An omnichannel conversational engine for visa applicants
Voice and chat agents that answer applicants in their language, priced on consumption.
A global government services outsourcing leaderProblem statement
What the client was up against
Applicants ask the same questions across countries, languages and channels. Telephony cost drives unit economics, and quality varied by centre.
Our approach
How we approached it
- Mapped top applicant questions by country and visa type
- Grounded answers in each mission's official rules
- Designed consumption based pricing tied to resolved queries
Solution we created
What we built
Octimo voice and chat agents that resolve applicant queries across channels and languages, embedded in country websites.
Agents in the system
The multi agent team behind it
SourcesCountry websites, appointment and tracking systems, telephony
Applicant agentAnswers questions on process, documents and status
Language agentServes applicants in their own language
Handoff agentRoutes complex cases to staff
People decideReview, approve and act
Applicant agentAnswers questions on process, documents and status
Language agentServes applicants in their own language
Handoff agentRoutes complex cases to staff
Country websitesappointment and tracking systemstelephony
What it was built to change
The outcome it is designed for
Lower cost per resolved query, consistent answers across countries and fewer calls reaching staff.
This is a pilot without published results yet. We show the problem and the build, not numbers we have not measured.
Client names, detailed case studies, demos and references can be shared on request.
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Tell us your version of this problem. We will walk you through what we built and what a first pilot would look like for you.
