Softpiper Solutions

Public sector · Customer conversations

Multilingual citizen-services assistant

Help citizens understand schemes and complete forms in their own language, with answers cited to official circulars, on a governed cloud platform with human escalation.

  • ClaudeAnthropic
  • GeminiGoogle
  • Typical timeline: 8–16 weeks

The problem

Citizens struggle with complex schemes, forms and languages, and offices are overloaded with repetitive queries.

  • Eligibility rules are spread across many circulars.
  • Language is a barrier at the counter and on the phone.
  • Forms are rejected for avoidable errors.

How we solve it

An assistant that answers only from official circulars with citations, guides citizens through forms, works by voice across languages and escalates to officials.

It plugs into Department portals and forms, Google Workspace or Microsoft 365 and WhatsApp Business, so nothing you rely on today is replaced. The architecture below shows each step and which model does the work.

Architecture

From your stack, through the AI layer, to numbers you can track

Each step names the model or system doing the work. Writes to your systems wait for a person to approve them.
Multilingual citizen-services assistant. Your systems (Department portals and forms, Google Workspace or Microsoft 365 and WhatsApp Business) connect to Softpiper's AI layer, which runs these steps: Citizens reach out (Portal · WhatsApp Cloud API); Voice and language (Gemini Transcribe · Live Translate (preview)); Cited answers (Claude Sonnet · citations); Form guidance (Claude Sonnet); Governance (Agent Gateway); Escalation (Case hand-off). Outcomes are measured as queries resolved without an office visit, languages covered, average resolution time and form error and rejection rate.

Your stack

  • Department portals and forms
  • Google Workspace or Microsoft 365
  • WhatsApp Business

AI layer

Softpiper AI layer

  • Claude
  • Gemini
  1. Citizens reach out, using Portal · WhatsApp Cloud API

    Citizens use the portal, WhatsApp or a voice line.

  2. Voice and language, using Gemini Transcribe · Live Translate (preview)

    Speech is transcribed and translated, so citizens can use their own language.

  3. Cited answers, using Claude Sonnet · citations

    Answers come only from official circulars, with citations.

  4. Form guidance, using Claude Sonnet

    Citizens are guided field by field to avoid rejections.

  5. Governance, using Agent Gateway

    Policy, identity and audit are enforced at the gateway.

  6. Escalation, using Case hand-off

    Complex or sensitive cases go to an official with the conversation attached.

Outcomes you measure

  • Queries resolved without an office visit
  • Languages covered
  • Average resolution time
  • Form error and rejection rate

Why this model

Claude and Gemini, each where it leads

We choose per task on capability, cost and where your data must stay. Final versions are picked at kickoff.
ClaudeAnthropic

Claude answers from official circulars with citations and guides form completion. On Google Cloud's Gemini Enterprise Agent Platform, Google states that Claude meets FedRAMP High requirements (a US framework), and Agent Gateway enforces policy and audit.

GeminiGoogle

Gemini's transcription covers 85+ languages, and its live speech translation (in preview) covers 70+, for voice access.

Delivery

What you get, how long it takes, and how we keep it safe

Guardrails

  • Answers only from official sources; otherwise the assistant says it doesn't know.
  • Data residency and sovereignty set per jurisdiction.
  • Human escalation for complex or sensitive cases.
  • Election-period content policies where relevant.

Plus the guardrails on every build: facts from your systems, approvals for writes and money, a human one step away, audit logs and evals. See all

Deliverables

  • Assistant with cited answers
  • Multilingual voice access
  • Form-guidance flows
  • Governance configuration
  • Accessibility review

Typical timeline

  1. Build, depending on procurement and security review8–16 weeks

A planning range for a first production release. We confirm scope, price and dates in a tailored proposal.

KPIs to track

  • Queries resolved without an office visit
  • Languages covered
  • Average resolution time
  • Form error and rejection rate
  • Accessibility usage

Goals we agree with you and measure from a baseline. They are what we track, not results we promise.

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Pip · Softpiper's AI

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Ask Pip how this would work for you

Pip is Softpiper's AI. Tell it what you run today and it will walk through how this playbook fits, what we would build first and a tailored price range. Or book a call with the team.

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