Citizen Request Triage Agent
Classifies and routes citizen requests arriving through the Government Contact Centre (109) and Metrash2 across 40+ service queues. It detects language and dialect, assigns urgency, and drafts an acknowledgement so agents start with context instead of a blank ticket.
Tools
- Fanar Gov 7B
- Service catalogue lookup (Hukoomi)
- Ticket routing API (contact centre CRM)
- Email/SMS gateway
Data access scope
- Read-only: service catalogue and routing rules
- Read/write: ticket metadata (category, urgency, queue) only
- No access to citizen QID numbers or account history
Guardrails
- Confidence < 0.85 routes to a human dispatcher
- Requests mentioning legal disputes or emergencies always escalate to a human
- PII masked in all logs
- Acknowledgement messages sent only from approved templates
Human-in-the-loop
- Human dispatcher review of all Critical-urgency assignments
- Daily supervisor review of misrouted-ticket reports
Orchestration
Every tool call is scoped by the declared data access above; the orchestrator cannot reach systems outside it. Owning entity: MCIT.
Live demo run
Watch the agent execute a real scenario step by step, every tool call, validation, and human checkpoint is traced and auditable. Typical run: ~7.7s.
Used in workflows
Retiring this asset would require these chains to be re-pointed first.
Owning entity
Updated 2026-07-20. Run traces retained 24 months for audit under the platform governance policy.
Community · 0 threads
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