Concept demo by ORMEDO, CORP. for UNDP-ARM-00981 — AI chatbot & call-center analytics for the Unified Social Service. Illustrative; not an official site.

— Digital social services for Armenia

Pensions, benefits and services, answered instantly

An AI assistant that answers citizens in Armenian, English or Russian, around the clock, and a dashboard that turns Hotline 114 calls into insight for service teams.

Ask the assistant See the analytics

AUSS AssistantAI · live demo

Barev! I can help with pensions, benefits, disability assessment and employment services. Ask me anything.

How do I apply for a family benefit?

You can apply at any of the ~49 USS centers or online. You will need an ID and household income details. Would you like the eligibility criteria or the nearest center?

Why it matters

A public service should answer like a person: clear, in your own language, at any hour.

Most calls to Hotline 114 are routine questions with known answers. Handling those instantly frees officers for the cases that genuinely need a human.

How the assistant works

Four steps, every time

Ask in any language

Citizens write in Armenian, English or Russian, on the web or through the call center.

Grounded in USS rules

The assistant retrieves the relevant rule, eligibility criterion or FAQ before it answers.

A cited answer

It replies with the source, or says plainly when it does not have the information.

Human escalation

When a case needs a person, it routes to Hotline 114 or the right USS form.

Hotline 114 · call-center analytics

From call logs to decisions

A live dashboard for service managers: demand, resolution, topics and sentiment across the Unified Social Service call center. Illustrative figures, allegedly representative.

Calls this week

8,420

▲ 6.2%

AI deflection

41%

▲ by assistant

Avg. handle time

3m 48s

▼ 22s

CSAT

4.4/5

▲ 0.2

Call volume by day

Mon

Tue

Wed

Thu

Fri

Sat

Sun

The honest FAQ

Which languages does the assistant support?

Armenian, English and Russian, with review by a local Armenian-language linguist so the register and terminology are right.

Does it replace the call center?

No. It answers routine questions instantly and escalates everything else to Hotline 114, so officers spend their time where it counts.

Is citizen data used to train AI models?

No, never. Citizen data is used only to ground answers at the moment of asking, with audit logging and access controls. A self-hosted option is available.

Can it be hosted in Armenia?

Yes. We deploy to the agency's requirement, in-country or on a compliant cloud, with full source-code and documentation handover and no vendor lock-in.

How it is built

Capabilities

Multilingual, RAG-grounded

Answers in Armenian, English and Russian, grounded in USS rules via retrieval-augmented generation, with source citations and a clear fallback.

Call-center analytics

Hotline 114 calls transcribed, classified and summarised: volume, resolution, topics, sentiment and deflection, with role-based dashboards.

Secure & accessible

Human escalation, audit logging, PII protection, no training on citizen data, role-based access and WCAG accessibility.

USS Assistant

AI · grounded in USS information

Barev! Ask me about pensions, benefits, disability assessment, employment programs, or your nearest USS center. (Demo: answers are illustrative.)

Assistant is typing…