A scalable, AI-powered, voice-first platform letting digitally underserved citizens across India access government services by phone in 22+ local languages.
The client is a public-sector initiative focused on inclusive digital governance across India, aiming to bring government services to citizens who are digitally underserved, including populations without smartphones or comfort with typing.
The platform already powers real-world deployments, including PDS (Public Distribution System) feedback collection at national scale, drawing on citizen data from India's National Informatics Centre (NIC) and telephony from BSNL.
Reaching digitally underserved citizens at national scale required solving problems well beyond a typical consumer app.
Smartphone and Literacy Barriers: Millions of citizens couldn't be reached through smartphone apps or text-based interfaces.
Language Fragmentation: Government services needed to be accessible through natural conversation across 22+ local languages, not just English or Hindi.
Scale of Concurrent Calls: The system needed to handle high volumes of concurrent voice calls reliably.
Safety of Mass Campaigns: Automated outbound calling at national scale carried real risk if a faulty campaign ran unchecked.
Coordinating Disparate Systems: NIC citizen data, telephony infrastructure, and backend services all needed to work together in real time.
Observability Across Distributed Systems: Improving visibility across a highly distributed, event-driven system was essential to catching failures early.
MoreYeahs built a voice-first, AI-powered citizen engagement platform combining telephony, conversational AI, and an event-driven microservices backend, already powering deployments such as national-scale PDS feedback collection.
Multilingual Voice AI: Integrated Bhashini AI models to support natural conversational interaction in 22+ local languages.
Automated Outbound Campaigns: Built a call-triggering system that initiates outbound calls on a defined daily schedule (9 AM-7 PM), using citizen data ingested from NIC.
Fail-Safe Campaign Execution: Implemented an auto-stop mechanism using Grafana alerts and custom webhooks that automatically halts calling campaigns when error thresholds are breached.
Event-Driven Microservices: Adopted RabbitMQ for event-driven communication across core services including the API Gateway, Call Handling Service, Call Trigger Service, Platform Service, Survey Service, Tenant Management, and File Storage Service.
The platform was built as a set of containerized microservices on Kubernetes, with a distributed telephony layer and low-latency caching to keep conversations responsive.
Telephony Layer: Deployed a distributed RTP and Asterisk setup to handle voice call routing at scale.
Low-Latency Performance: Used Redis for low-latency conversational performance during calls.
Containerized Deployment: Containerized services and deployed them on Kubernetes for scalability and resilience.
CI/CD Pipelines: Built automated CI/CD pipelines for reliable, repeatable deployments.
Monitoring and Auto-Response: Combined Grafana monitoring with custom webhooks so alerts could trigger automated action, not just notification.
The platform runs on a Kubernetes-based, event-driven microservices architecture.
The platform is already operating at national scale, giving citizens a working, voice-first channel into government services.
National-Scale Voice Access: Enabled millions of citizens to interact with government systems via voice.
Reliable Scheduled Campaigns: Reliable execution of time-bound outbound call campaigns (9 AM-7 PM) using real government data.
Automatic Failure Protection: Increased system safety through automatic failure detection and campaign shutdown.
Large-Scale Feedback Collection: Enabled large-scale citizen feedback collection, including ASHA and PDS use cases.
Reduced Manual Intervention: Automation reduced manual intervention in campaign execution.
The platform gives government partners a resilient, production-grade channel for inclusive citizen engagement that scales with demand.
Inclusive Digital Governance: Extends government service access to citizens regardless of smartphone ownership or literacy.
Production-Grade Resilience: Delivered a production-grade, resilient voice AI platform rather than a pilot-scale proof of concept.
Safer Automation at Scale: Demonstrated that automation at national scale requires strong fail-safe mechanisms, now built into the platform's core.
Reusable Architecture: The event-driven, Kubernetes-based architecture gives the client a foundation to extend into new citizen-service use cases.
Tell us where you're headed. You'll get a senior architect on the first call, a working consultation, not a sales pitch.
