All work
162021MoHRE

Citizen Service Request Auto-Router

Challenge

Bilingual citizen requests were misrouted ~28% of the time, causing SLA breaches across labour service teams.

Approach

Intent + topic classifier on top of the request text routes to one of 22 specialist teams, with a confidence-gated escalation path.

Impact

  • Misrouting dropped from 28% to 6%
  • First-touch resolution improved 19 percentage points
  • Reduced SLA-breach rate on labour services by 41%
-22pp
misroute
+19pp
ftr
-41%
sla

Tech stack

BERT (Arabic)ML.NETAzure MLWeb API

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AI scoped to this project · Llama 3.3 70B