Language is the access barrier
A service available only in English or Hindi is not available to a large part of the population it exists to serve.
Government & public sector
Citizen services in the citizen's own language
Scheme information, eligibility, application status and grievance intake — in 22 Indian languages through Bhashini, accessible by phone for citizens without smartphones. On Enterprise, the citizen database and recording storage can run in your own cloud account under your own keys, while the platform runs in OptiML Cloud.
- 22 Indian languages through Bhashini
- Immutable audit with signed exports
- Government vertical pack included
Illustrative interface. The caller, the scheme and the criteria are sample data, not a real scheme rule. The screen shows an OptiML citizen-services desk: a live voice call from a feature phone handled in Marathi through Bhashini, an eligibility answer grounded in the scheme guidelines with a citation, and a custody panel showing that the citizen database, recording storage and encryption keys sit in the customer's own cloud account while the platform runtime stays in OptiML Cloud.
The problem in your world
A citizen service is judged on who can actually reach it. Language, device and the rule about where the record rests decide that before any capability is assessed.
The phone is still the channel
A significant share of citizens reach services by voice, not by app. Voice is where most digital-government programmes are thinnest.
Data location is written into policy
The rule names the jurisdiction the citizen record rests in and who is allowed to decrypt it. That is settled at procurement, long before anyone looks at features.
From the scheme question to the grievance
-
Multilingual citizen self-service
Scheme details, eligibility criteria, required documents and process steps in 22 Indian languages through Bhashini, by voice or WhatsApp.
-
Application status
Self-service status checks against departmental systems through workflow API integration.
-
Grievance intake and routing
Structured capture, with automatic classification, priority assignment, routing to the responsible department and a tracking reference.
-
Scheme awareness outreach
Proactive outbound campaigns informing eligible citizens about entitlements they have not claimed.
-
Appointment and service booking
Slot booking for in-person services with reminders, reducing wasted visits.
-
Accessibility-first delivery
Voice-first access for citizens without smartphones or literacy in the service language, and WCAG-compliant digital surfaces.
Capabilities that matter here
Six parts of the platform carry a citizen-services programme. Each is a page in its own right, and none of them is a separate licence.
Bhashini's 22 Indian languages
20+ languages, including 22 Indian languages through Bhashini, with mid-call language switching. Voice AI agentsVoice-first access
The caller says what they want and gets it. No menu tree, and no smartphone required. Replace your IVRCustomer-managed data residency
Your database and recording storage in your own cloud account, privately connected, with encryption keys you hold. Hosting & residencyGrievance workflows
100+ nodes, 50+ triggers, 35+ templates — API calls, branching and approvals around the conversation. Automation & workflowsImmutable audit
Immutable audit with per-tenant integrity proofs and signed exports, alongside guardrails, cost caps and eval gates. AI governanceWCAG accessibility
WCAG-conformant digital surfaces across voice, WhatsApp, web chat and email, so the channel is not the barrier. Chat & omnichannelWhere the citizen record rests
Procurement asks two questions: which jurisdiction holds the record, and who can decrypt it. Both have an answer here, and so does the question we cannot answer.
Data residency
Customer-managed data residency on Enterprise: the citizen database and recording storage in your own cloud account or your own datacentre, under keys you hold and revoke.
Languages
Bhashini integration for 22 Indian languages, by voice or WhatsApp, with regional hosting.
Audit
Immutable audit with per-tenant integrity proofs and signed exports, and tenant isolation enforced by row-level security on 231 tables.
Access
WCAG-conformant interfaces and the DPDP compliance pack, with voice-first access for citizens without smartphones.
DPDP
The platform itself runs in OptiML Cloud. This option moves your data, not the software. The government vertical pack ships pre-built agents, knowledge structure, compliance templates and workflows, all activated in one click.
Who processes it in between. Model, speech-to-text and speech synthesis providers are named sub-processors. Choose which ones you use, restrict them to a region, or bring your own key and your own contract. In that last case they become your sub-processors and leave our register entirely. The register is published, versioned, and carries the data class each provider receives.
Availability. Customer-managed data residency is an option on the Enterprise plan, scoped per engagement. Reference architecture and shared-responsibility matrix available under NDA.
Read this before the security review, not after
Which rule is yours written about?
Customer-managed data residency moves the record, not the runtime. If your procurement requires the application to run on empanelled or government-owned infrastructure (a MeitY-empanelled CSP, a government community cloud, or CERT-In and GIGW conditions written about where the software is hosted), then OptiML is not eligible. That is a deliberate product decision rather than a gap we are working on.
Where the rule instead governs the jurisdiction the citizen record rests in and who can decrypt it, we have a product answer. Ask us on the first call which of the two your rule is.
We publish outcome figures only with the customer's written approval, so this slot stays empty until one is signed off. In the meantime the mechanism above is the honest version.
Customer story
Deep dive: what moves, and what does not
The reference architecture names every component: which data plane runs in your account, what crosses the private connection, which keys you hold, and what stays in OptiML Cloud. Shared-responsibility matrix available under NDA. Hosting & residencyWhere to go next
Neighbouring operations that run on the same platform, with the same custody model behind them.
Healthcare
Appointment scheduling, reminders, intake and triage with PHI redaction and consent capture. HealthcareEducation
Admissions enquiries, application status, fee queries and student support around the clock. EducationBanking & Financial Services
Self-service, compliant collections, KYC and grounded policy answers with immutable audit. Banking & Financial ServicesYour conversation data can live in your own cloud account, under keys you hold. Enterprise plan.
The platform underneath
Everything on this page is the OptiML CX Platform configured for Government, not a separate product. These are the modules it leans on.
Book a working session
See it handle one of your real conversations
Bring a call recording, a policy document or a WhatsApp thread from your own operation. We will ground an agent in it and run it live on the call — not a canned demo.
- 30 minutes
- A working agent grounded in your content
- No slide deck unless you want one
Book a demo
30 minutes, on your own content. No slide deck unless you want one.
or reach us directly
Your details stay private. We never share them.
