I&T Solution

VertisCrystal improves public services by enabling business users and frontline officers to raise questions in plain language—the system can instantly retrieve the respective policy, record, or status from varies isolated platforms (e.g., case management, call-center Customer Relationship Management (CRM) platform, knowledge bases, forms, and regulations). Typical use cases include 24/7 self-service for applications and eligibility checks, faster contact-center triage and “next best action” guidance, instant caseworker access to relevant rules and past cases, cross-department data lookups for one-stop services, internal audit/compliance Q&A over circulars and procedures, and analytics-style questions over operational dashboards without requirement of SQL or specialist teams.

Benefits to public services

• Faster response times and shorter queues via self-service and agent assistance

• Higher first-contact resolution and fewer escalations/rework from consistent answers

• Reduce operating cost per enquiry/case by automating routine Q&A and retrieval tasks

• Better policy compliance by grounding answers in approved documents and audit trails

• Improve citizen and users satisfaction and accessibility (multilingual, plain-language support)

• More effective staff productivity by reducing time spent searching across systems

• Reducte time and costs for the information retrieval