Which questions can the assistant answer?

Anything entered in the municipality's knowledge base and prepared-questions list: opening hours, application documents, payment channels, announcements and frequently asked questions. When information changes, the record is updated from the dashboard. Topics outside the knowledge base are transferred to the relevant department or an operator by rules set at deployment.

Can calls be transferred to an operator?

Yes. Which topic goes to which department or operator, and what happens outside office hours, is defined with the municipality at deployment. Urgent and sensitive topics can go straight to an operator. The recording, transcript and summary of a transferred call are kept in its call record as well.

Yes. Each call's recording, transcript, short summary and a flag for whether it ended positively or negatively are added to the call record in the dashboard. Records are read by topic; no person-level profiles are built. Retention periods and access rights are set at deployment according to the municipality's data protection policy.

Where is citizen data processed?

Speech recognition and speech synthesis run on cloud infrastructure hosted outside Türkiye; call records and summaries are delivered to the municipal dashboard. Transfers of personal data abroad fall under Article 9 of KVKK; the legal basis for the transfer and the privacy notice are prepared with the municipality before deployment.

Does it work with the municipality's existing phone line?

The assistant is deployed to connect to the municipality's call line. Whether this is done by number forwarding or by integrating with the existing switchboard is decided with the municipality's IT team before deployment. Operators keep their current way of working; the assistant takes on information calls first.

CITY INTELLIGENCE · ALGI AI CALL CENTER

AI Call Center for Municipalities

Citizens who call the municipality mostly ask the same questions: opening hours, application documents, where to report a fault. An AI call center answers these calls 24/7 and replies in Turkish from the municipality's knowledge base. A call whose answer is not in the knowledge base, or that needs a department to act, is transferred to the right department or an operator by rules set at deployment. Every call reaches the dashboard with a recording, a transcript and a short summary, so operators can focus on calls that need a person.

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What is an AI call center?

An AI call center is a voice assistant that answers incoming phone calls with speech recognition and a language model. It listens to the caller, understands the question and replies from the municipality's own knowledge base. Instead of keypad menus, citizens describe their issue in their own words.

Most of the load on municipal phone lines is information requests: which day waste is collected, which documents a marriage application needs, which channel accepts payments. The answers to these questions are already known; what changes is the hour and the volume of calls. The assistant gives these answers with the same consistency at night and on weekends.

A call whose answer is not in the knowledge base, or that needs a department to act, is transferred to the relevant department or an operator by rules set at deployment. The assistant does not carry out actions that require authority itself; it routes the call to the right place and leaves a record of the conversation.

How does an AI call center work?

Deployment moves in three steps.

The knowledge base is prepared. The municipality's opening hours, application processes, frequently asked questions and announcements are entered in the dashboard. A list of prepared questions holds the questions the assistant will meet most often, with approved answers; when information changes, it is updated from the dashboard.

Transfer rules are defined. Which topic goes to which department or operator, and what happens outside office hours, is agreed with the municipality. Urgent and sensitive topics can be left to operators directly.

Calls are answered and logged. The assistant picks up, speaks with the citizen in Turkish, and either answers or transfers the call. When the call ends, the recording, transcript, a short summary and a flag for whether the call ended positively or negatively are added to the call record in the dashboard. Managers read which topics come up most and which calls end in a transfer from these records.

Speech recognition and speech synthesis run on cloud infrastructure hosted outside Türkiye. A KVKK (Turkish data protection law) assessment for cross-border transfer and the privacy notice are prepared with the municipality before deployment.

Which industries use it?

Municipalities & Smart Cities →

Frequently asked questions

What is an AI call center?: A voice assistant that answers incoming calls with speech recognition and a language model. It listens to the citizen, understands the question and replies in Turkish from the municipality's knowledge base. Calls it cannot answer, or that need a department to act, are transferred by defined rules; every call is logged in the dashboard.
Which questions can the assistant answer?: Anything entered in the municipality's knowledge base and prepared-questions list: opening hours, application documents, payment channels, announcements and frequently asked questions. When information changes, the record is updated from the dashboard. Topics outside the knowledge base are transferred to the relevant department or an operator by rules set at deployment.
Can calls be transferred to an operator?: Yes. Which topic goes to which department or operator, and what happens outside office hours, is defined with the municipality at deployment. Urgent and sensitive topics can go straight to an operator. The recording, transcript and summary of a transferred call are kept in its call record as well.
Are calls recorded?: Yes. Each call's recording, transcript, short summary and a flag for whether it ended positively or negatively are added to the call record in the dashboard. Records are read by topic; no person-level profiles are built. Retention periods and access rights are set at deployment according to the municipality's data protection policy.
Where is citizen data processed?: Speech recognition and speech synthesis run on cloud infrastructure hosted outside Türkiye; call records and summaries are delivered to the municipal dashboard. Transfers of personal data abroad fall under Article 9 of KVKK; the legal basis for the transfer and the privacy notice are prepared with the municipality before deployment.
Does it work with the municipality's existing phone line?: The assistant is deployed to connect to the municipality's call line. Whether this is done by number forwarding or by integrating with the existing switchboard is decided with the municipality's IT team before deployment. Operators keep their current way of working; the assistant takes on information calls first.