I&T Solution

Reference No.

S-0855

Solution Name

Generative AI Voice Agent for Public Enquiry Kiosks and Hotlines (MC managed service, powered by ElevenLabs)

Solution Description

A managed voice AI service from Master Concept for public services. AI voice agents answer public enquiries by phone, web or kiosk in English, Cantonese and Mandarin, look up approved information and hand over to staff when needed. The same platform provides text-to-speech for accessible audio content and speech-to-text for transcription. Master Concept designs, integrates (telephony, knowledge base, existing systems) and supports the service. Two deployment options: SaaS for non-classified, public-facing services; on-premise for restricted data in larger projects.

Application Areas

Broadcasting

Social Welfare

Technologies Used

Artificial Intelligence (AI)

Use Case

A department hotline or enquiry counter handles a high volume of repeated questions about schemes and services. An AI voice agent answers 24/7 in Cantonese, English and Mandarin using the department's approved content, transfers complex cases to staff with a summary, and reports common questions so content can be improved. Staff time moves to complex cases and waiting times fall.

Company / Organisation Name

Master Concept (Hong Kong) Limited

Email Address

aiit@masterconcept.ai

Telephone Number

+85261948949

Website

https://www.masterconcept.ai

Address

2/F, The Whitney, 183 Wai Yip Street, Kwun Tong, Kowloon, Hong Kong

If any government department would like to conduct PoC trial or technology testing on the I&T solution, please contact Smart LAB.