Contact-center of the Government of Ukraine provides consultations for citizens in online chats in messengers

Sergii Danylenko, Middleware VP and Olga Kholomeeva, Head of the Government Contact-center

October 8 2020, Kyiv, Ukraine. – Contact center of the Government of Ukraine announced that citizens can receive consultations in online chats in popular messengers: Viber, Telegram and through a widget on the web-site.

Previously citizens were using the traditional ways to contact the government hotline using 1545 phone number or sending their message through the web-site of the Government Contact Center, Government portal or Official Internet-representative office of the President of Ukraine. Now people will be able to get consultations via chat in online messengers as well.

One chat dialogue is cheaper for the state budget as compared to the phone calls. Also people who start talking in chat can receive a faster reply to the typical questions. In the end of the dialogue there is a way for a person to give the feedback on the consultation. Consultants’ motivation program is tied to the quality of provided consultations, and there are standards for conducting online dialogues.

From the beginning of 2020 employees of the Government Contact Center were providing consultations in messengers within the scope of a Pilot project.

“Many thanks to our Technology Partner – the Middleware company – for support and help with a launch of a Pilot project, – says Olga Kholomeeva, Head of the Government Contact Center. – We consider the possibility to continue using Middleware technologies to further develop the services of the Government Contact Center of Ukraine.”

“As the next step, we will not only provide real time text consultations in chat, but will also inform citizens about the status of their current requests to the state authorities”, – says the first Deputy of the Head of the Government Contact Center Helen Antonenko.

Technologies of the Middleware company – Corezoid Process Engine, Sender Communication Engine, Deepmemo Rules Engine, Control.Events – enable companies to build chatbots for all the messengers and also setup operator’s working place to provide online consultations.

Corezoid was certified by Apple as the Messaging Service Provider for Apple Business Chat and by Google to be a Messaging partner with Google’s Business Messages. Also, the Corezoid Bot Platform supports working with Viber, Telegram, Facebook Messenger, WhatsApp for Business, Line, Sender and any other open API platform. Citizens of Ukraine can now choose the preferred messenger to engage with the Government Contact Center.