Language
Voice is live on Exotel and Sarvam. 11 Indian languages today, 22 targeted.
For government helplines and utilities
Run the helpline. Leave the department's systems in place.
Direct answer
How does a grievance queue stay owned when volume is multilingual and the back office is elsewhere?
OpenOS takes inbound citizen and customer contact on the channels a department or utility already operates, resolves the routine majority, and audits eligible closed interactions.
- Built for
- Helpline owners, utility customer-service heads, and technology teams in Indian public services
- Answers
- How does a grievance queue stay owned when volume is multilingual and the back office is elsewhere?
01 Handoff Public-service queues
The citizen repeats the same request because the handoff dropped the context.
Government and utility helplines already have telephony and messaging providers. The gap is the operating record: who owns the exception, whether the close was eligible for audit, and whether the same intent is failing again.
Ownership
Workspace shows unassigned exceptions instead of leaving them in a provider report.
The close
Quality audits the configured eligible population and keeps the rationale.
Mechanism
A helpline loop that does not replace the department
Keep the channel
The department or utility keeps its telephony, WhatsApp provider, and case system.
Resolve the routine
Published workflows answer approved intents and stop when the policy boundary is crossed.
Hand off the rest
A person receives the transcript, summary, and recommended action.
Audit the close
Eligible closed interactions are scored. Coverage is the eligible population, not a sample presented as the whole.
Operational control
What this page does not imply
This page does not claim a ministry, state helpline, or utility is in production on OpenOS.
No named live tenant
This page does not claim a ministry, state helpline, or utility is in production on OpenOS.
Systems of record
Grievance, billing, and department applications remain authoritative.
Voice
Voice is live on Exotel and Sarvam. The provider still carries the call.
Commercial shape
State-government engagements in current proposals typically sit at $240–600K a year. That is a range, not a rate card.
First deployment shape
One helpline intent, one channel, one eligible audit set.
Illustrative workflow using demonstration dataChoose one grievance or service intent already arriving on a client-owned channel.
Define what L0 may answer, when a person must take it, and which closes are eligible for audit.
Record the current handling and review rate the 60-day guarantee is measured against.
Run the loop and review containment, assignment age, and audit coverage after the window.
Measures
Define success before the workflow changes.
Eligible containment
Routine intents resolved inside the published workflow.
Unassigned age
How long an exception waits without a named owner.
Eligible audit coverage
Audited closes divided by the configured eligible population.
Direct answers
What buyers ask next.
Do you replace the helpline's telephony provider?
No. The provider keeps live calling and media. OpenOS governs the workflow, the exception desk, and the audit of eligible closes.
Can the department keep its case system?
Yes. Connectivity is scoped to that system's API, permissions, and acceptance. A logo on the ecosystem page is not a live integration.
Tailored walkthrough
Bring one support workflow. Leave with a clear first loop.
A tailored walkthrough for support, compliance, operations, and technology leaders at banks, insurers, NBFCs, and public helplines.
- 01Your current loopChannels, systems, volume, and the operational gap.
- 02The product proofResolve, escalate, audit, and decide in one scenario.
- 03A scoped first deploymentOne workflow with explicit evidence and success measures.
Prefer email? sales@openost.com