Improving a Public Agency’s Citizen Experience With TDCX’s AI-Powered Voice of Customer Solution
THE CHALLENGE
Modernizing government services underscores the growing expectation for public institutions to deliver the same precision, speed, and personalization that citizens already experience in the private sector. For many agencies, that gap makes feedback both vital and overwhelming.
One public agency in Asia Pacific faced this firsthand. Managing thousands of calls across a unique mix of linguistic cues, they struggled to extract insights from recorded calls and manual processes.
As part of their digital transformation efforts to improve citizen experience, the agency needed transcription capabilities robust enough to recognize diverse accents, speech patterns, and sensitive data. The agency partnered with TDCX to deploy an AI-powered voice-of-customer (VoC) solution that enabled them to listen more deeply, analyze more intelligently, and respond more proactively.
THE SOLUTION
Voice of the
Customer Service
TDCX delivered an AI-powered solution that captured, analyzed, and visualized citizen feedback securely and at scale, turning daily interactions into actionable insights for continuous service improvement.
Transcription
as a Service
TDCX’s AI-powered transcription platform converted thousands of multilingual voice recordings into precise, searchable text, ensuring that every voice was captured accurately even across mixed-language conversations.
AI-Powered
Diarization
Built-in diarization capabilities separated citizen and agent dialogue with precision, improving data accuracy, auditability, and the reliability of downstream analysis.
Privacy-First Data
Handling
Masking of personally identifiable information (PII) was automated to safeguard sensitive data and comply with stringent privacy and security standards.
Intelligent Insight
Generation
AI-driven classification grouped calls by topic, intent, and sentiment, revealing recurring issues, emerging pain points, and opportunities to improve service efficiency and refine policies.
GenAI-Enabled
Chatbot
Generative AI (GenAI) was integrated through a Q&A interface and interactive dashboards that let teams query insights in plain language and visualize patterns across departments.
THE RESULTS
at scale
