Government agencies are working with a large flow of visitors every day. One of the most vulnerable parts of the process is the moment when a person just enters the service area and is faced with the need to navigate, choose the right service and get a ticket. This is often where queues, confusion and unnecessary workload for employees arise. Especially if we are talking about elderly visitors or citizens who are not used to digital interfaces.

One of our cases is the implementation of a Visual Assistant in a government organization that provides services to the public through a network of client offices.

The goal of the project was to make the process of obtaining a ticket easier, faster and more accessible, while reducing the burden on employees and increasing the overall comfort level for citizens.

The solution was implemented in the form of a voice Visual Assistant, an interactive digital assistant installed on a self-service terminal. The user approaches, voices the desired service, confirms the data with his voice and receives a ticket - without having to contact the operator. The avatar is made in the image of an employee of the institution, which promotes trusting perception and reduces the barrier of interaction.

EvoTech's assistant is based on ASR speech recognition technologies. It accurately perceives voice commands, is resistant to noise, is adapted to the tasks of government agencies and works on an intelligent dialogue platform that allows you to organize a live communication scenario. Within the framework of the project , special attention was paid to the correct processing of identification data, the elaboration of formulations and the stability of the system in conditions of real client traffic.

The solution is fully integrated with the existing infrastructure of the institution. Already in the first weeks after the launch, a noticeable unloading of the information desk was recorded, and the visitors themselves noted that using the assistant was convenient, understandable and modern. It is especially important that both young people and the elderly could handle the voice interface equally easily due to the clear structure of the dialogue, clear presentation and the absence of unnecessary technical noise.

This case confirms that the Visual Assistant is able to effectively solve specific tasks in the field of queuing. It works not as an experiment, but as a reliable tool that changes the real customer experience.

The technology has a high potential for scaling - from government services to medical institutions, banks and transport systems, where it is important to minimize barriers at the start of interaction and increase the overall throughput of the service.