Agencies & public services
Every citizen answered. Every language. Every time.
Public services cannot choose their callers. Access obligations, language coverage and data-residency rules apply on every call, and being unreachable is a policy failure rather than a metric.
An illustrative reference architecture, not a customer
case study. No organisation is named and no deployment is described - this is
what the layers look like for a government organisation,
so you can map it onto your own estate.
Channelswhere the conversation starts
Inbound numberspublished lines
SIP / contact centreexisting estate
Outboundcampaigns and callbacks
In-appbrowser WebRTC
▼
VoiceKernelthe agentic voice layer
Conversationagent, voice, turn taking
Knowledge groundinganswers with citations
Tool callsreads and writes back
Transferto a human, with context
Tenant isolationownership registry
Audit and erasureper call, per mutation
▼
Integrationyour boundary, your rules
REST + typed SDKscoped API keys
Signed webhooksretried, replayable
Live event streamSSE
▼
Governmentyour systems of record
Case managementapplications and status
Identityverification and proofing
Paymentsentitlements and debts
Knowledge basepolicy and eligibility
Recordsstatutory retention
Only the bottom layer is specific to government. The
three above it are identical in every deployment, which is the point: the
voice layer does not need to know what industry it is in, only which systems
it is allowed to reach and what it may say.
What it changes
Mechanisms, not projections. Each of these follows from something structural
about the work, so you can check whether it holds for your own queues.
Access obligations met without a call centreEvery citizen answered, in their language, at any hour.
Auditability is inherentTranscripts and audit rows retained in your systems, on your terms.
Sovereignty is provable, not promisedIt runs in your VPC with your keys, and your team reads the source.
Staff time moves to complex casesStatus enquiries stop consuming officers who should be assessing.
What the agent actually does
Application statusAnswer from the case system, explain what is outstanding, and say plainly what happens next.
Multilingual accessThe same agent in the caller's language, with the transcript retained in both.
Eligibility questionsGrounded in published policy with citations, and explicit about what it cannot determine.
What keeps it deployable
Sovereign deploymentRuns in your VPC or on-premises, in-region, with your keys and your models.
Open source, auditableYour security team reads the code rather than a vendor summary of it.
Statutory recordsTranscripts and audit rows retained on your terms, in your systems.
Data residency and auditability are usually the gating requirements, not accuracy.
NextRead the source
Everything above is in the open-source Community edition. Nothing on
this page needs a licence.
NextRun it yourself
Point it at your provider account and put one queue through it before
you talk to anybody.
NextThen buy the guarantees
An Enterprise agreement adds the SLA and the
support contract when it carries real volume.