# Run the helpline. Leave the department's systems in place.

> 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.

## Key Specifications
- **Target Audience:** Helpline owners, utility customer-service heads, and technology teams in Indian public services
- **Primary Inquiry:** How does a grievance queue stay owned when volume is multilingual and the back office is elsewhere?

## Core Architecture & Mechanism
### 1. Keep the channel
The department or utility keeps its telephony, WhatsApp provider, and case system.

### 2. Resolve the routine
Published workflows answer approved intents and stop when the policy boundary is crossed.

### 3. Hand off the rest
A person receives the transcript, summary, and recommended action.

### 4. Audit the close
Eligible closed interactions are scored. Coverage is the eligible population, not a sample presented as the whole.

## Frequently Asked Questions
### Q: Do you replace the helpline's telephony provider?
A: No. The provider keeps live calling and media. OpenOS governs the workflow, the exception desk, and the audit of eligible closes.

### Q: Can the department keep its case system?
A: Yes. Connectivity is scoped to that system's API, permissions, and acceptance. A logo on the ecosystem page is not a live integration.

## Claim Boundaries
- No named helpline or utility is claimed as an OpenOS customer.
- No resolution rate or audit score is claimed as an OpenOS production result.
- Voice is live on Exotel and Sarvam. 11 Indian languages today, 22 targeted.

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Canonical Reference: https://www.openost.com/solutions/government