Channels
Start on WhatsApp, continue on the website, reach a person, and keep the same application throughout.
Summary: The 10ⁿ Agentic Service Platform runs the same agents behind every channel: website and app chat, WhatsApp and voice. A customer can start in one, continue in another and reach an officer without starting again, because the session, the draft application and the transcript sit on the platform, outside any single channel.
WhatsApp AI agent
On WhatsApp the agent takes text and Arabic voice notes. Voice notes are transcribed with Azure AI Speech in UAE North. Steps that need identity send a secure sign-in link, confirmations take a plain YES or NO, and payment links, status answers and certificates arrive in the same thread. A request for a person opens a handover with a reference number.
WhatsApp messages pass through Meta and a WhatsApp Business provider, outside the UAE. The entity decides which services may run on WhatsApp; the data residency page sets out the trade-off.
Voice agent
The same agents answer by voice. In the demo a visitor starts a spoken call from the browser and talks to the front-door agent in Arabic or English. The call runs through a voice service whose language model is our platform, so the tools, approvals and audit stay the same. The browser voice service in the demo runs outside UAE North; in production, phone lines would use the entity’s contact-centre telephony.
Website and app chat
Arabic first and right to left, with an English switch at any point. Customers can type, or speak into the microphone and have answers read aloud. Every answer carries a badge that says where its model ran.
One session across channels
The session, the draft and its idempotency key live on the platform. A customer who starts on WhatsApp and opens the website link carries the same application, and the phone number links calls and WhatsApp to one customer. Changing channel never files an application twice, and a step that changes a record asks for UAE PASS step-up again on the new channel.
Handover to a person
The officer desk shows the transcript of the handed-over session, with the customer’s identity and application. In production the handover goes to the entity’s contact-centre platform. In the demo a desk page imitates that workflow.
| Channel | In the demo | In production |
|---|---|---|
| Website and app chat | Shown live on request | The entity’s website and smart app |
| Shown on this page and on request | WhatsApp Business API through a provider the entity approves | |
| Voice | Browser call, shown on request | The entity’s contact-centre telephony |
| Officer desk | A desk page that imitates the workflow | The entity’s contact-centre platform |
Want to see it on your own service? We run the demo live with you, in Arabic or English.
Related: Agentic AI Platform, government services, data residency and security.
Frequently asked questions
Can the agent message customers first?
Within a conversation, yes: at sign-in it flags records that expire within 30 days. Messages sent unprompted, such as WhatsApp status alerts, are a production design that needs the customer’s consent; the demo does not send them.
Which languages does it speak?
Arabic and English in every channel, with a switch mid-conversation. Other languages can be scoped per service, each with its own test set.
What if a service may not run on WhatsApp?
Switch WhatsApp off for that service. The same session continues on the website or by phone.
