Solution blueprintPublic sector & governance

Multilingual citizen-service assistant for a state department

A WhatsApp and web assistant that answers questions about schemes and services in Marathi, Hindi and English, and checks application status.

Solution blueprint. This describes how BigAI delivers this type of project, using our products and methods. It is not a specific client engagement.

The challenge

Citizens struggle to find accurate information about eligibility and documents, and call centres are overloaded. Most information exists only in English PDFs.

Our approach

  1. Collect official scheme documents and FAQs as the only source of answers.
  2. Build a multilingual assistant with citations and a clear hand-off to staff.
  3. Connect to application systems for status checks, with consent.
  4. Monitor questions to show the department where citizens get stuck.

The solution

  • Multilingual assistant (WhatsApp and web)
  • Status-check integration
  • Insights dashboard for the department

What we measure

  • Questions resolved without a call
  • Answer accuracy against official sources
  • Waiting time for citizens
  • Languages and districts served

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