Konnect Insights for government and public sector

Public trust is built slowly. Protect it in real time.

Citizens ask questions, raise grievances and share false messages about public services around the clock, in every language. Konnect Insights helps public sector teams answer every citizen message on their official channels, spot false claims about their services early, and publish verified clarifications through an approved workflow.

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Used by national payments, digital infrastructure, tax and postal bodies, and by other public sector organisations under confidentiality.

Public service signal boardIllustrative scenario

False message detected

"Your refund is pending. Claim it now at this link before it expires today."

False message reachOfficial clarification reach

DetectedShares flagged

VerifiedFacts confirmed

ApprovedSigned off

Published3 languages

Named public sector deployments, with case studies

Confidential public sector deployments, described by entity type

Countries with active public sector deployments

10+

Languages, including English, Arabic, Bahasa Indonesia and Indian languages

Why this matters

Public services are judged in public,
around the clock.

Citizens expect a public service to answer on social as quickly as any brand they use, and silence is read as indifference.

Citizen questions have no off-hours

Questions and grievances arrive at every hour, on every platform and in many languages. Without structured social care, messages go unanswered and frustration grows.

False messages travel faster than clarifications

Fake payment alerts, scam refund links and wrong information about schemes spread before the official team has drafted a response. Early detection gives citizens the facts sooner.

Accountability needs a record

Public bodies work to institutional standards. Every response needs an owner, a timeline and an audit trail, and every official post needs the right approvals.

DEPLOYMENTS

National infrastructure, public services and citizen programmes.

Named deployments are shown with the organisation's name. Confidential deployments are described by entity type only, at the organisations' request.

Organisation names are shown to describe how Konnect Insights is deployed and do not imply endorsement of Konnect Insights by any government body. Confidential deployments are described by entity type only; names and identifying details are withheld at the organisations' request.

KRC (Konnect Research Cloud) · Public Sector Edition

Ask a question. Get a board-ready answer.

KRC turns citizen conversation about public services into clear, plain-language insight — service perception, clarification priorities and citizen experience. Example answers are illustrative. Analysis uses publicly available posts and messages sent to official channels, aggregated at service and topic level.

You

KRC Assistant

KRC intelligence

Select a role tab · Click any question · Open full answer or dashboard for the complete intelligence brief

CITIZEN SOCIAL CARE

Every message to your official channels, answered and on record.

Questions, grievances and requests sent to official handles become tracked tickets with an owner, a deadline and an audit trail, routed to the right department.

Routed to the right department

AI Essentials classifies each message by type, such as payment question, service grievance, application status or praise, and routes it to the team that owns it.

In the language citizens use

English, Arabic, Bahasa Indonesia, Hindi and more than ten other Indian languages, classified and answered in one platform.

Audit-ready accountability

SLA tracking, response audit trails and quality assessment scoring give leadership a clear record of how every message was handled.

Inside the systems you already run

Genesys, Salesforce and custom contact centre integrations connect social care to existing public service infrastructure.

Citizen care queue, illustrative92% replied within SLA

X 642

Facebook 318

Instagram 204

Email 176

WhatsApp 152

YouTube 48

XCitizen

"Applied six weeks ago and the portal still shows 'under process'. Nobody answers the helpline. How long does this take?"

Application statusPortalReply due in 2 hours

Suggested reply, for approval"Thank you for your patience, and we're sorry for the wait. Please send us your application reference by direct message so our team can check its status and update you."

Open tickets 1,540Average first reply 54 min

Built for public sector responsibility

Clear communication,
clear accountability.

Public sector deployments are configured around official communication standards, approval chains and the confidentiality public bodies require.

From a false message to a verified clarification.

An approval workflow keeps every official response accurate, authorised and on record.

DetectAlerts flag a spike in false claims about an official service, such as a scam refund link.

VerifyThe responsible team confirms the facts before anything is said publicly.

ApproveMulti-level approval workflows match institutional sign-off standards.

PublishThe advisory goes out across every official handle, in every relevant language.

TrackReach, citizen questions and follow-up replies are measured and reported.

How public sector deployments are configured.

Deployments are set up with each organisation's communication, data and accountability requirements in mind.

Public and official channelsListening covers publicly available posts; care covers messages citizens send to official handles.

Service and topic-level insightAnalysis is organised around services, schemes and topics, so teams can improve public communication.

Role-based access and audit trailsTeams see what their role requires, and every action is recorded for review.

Confidentiality honouredWhere an organisation requires it, deployment details are shared only with permission.

Some of our most significant public sector work cannot be named. Public bodies often require confidentiality as a condition of engagement. We honour that, and we are happy to discuss relevant deployments in a private briefing.

Coverage

Wherever citizens ask,
share and speak up.

30+ channels and 10+ languages, so public bodies can hear the whole population they serve.

⚡

🔒 konnectinsights.com / channels

Social Media & Messaging

X / Twitter

Facebook

Instagram

YouTube

Threads

TikTok

Reviews, Web & Feedback

Google Business

App Store

Play Store

Blogs

Web

Feedback

Surveys

Line

Communities, Forums & More

Quora

Trustpilot

Forums

Consumer Forums

Reviews

News

E-commerce Review

Viber

Covering 30+ channels today — with new integrations added every quarter. If your customers are talking, we're capturing it.

The Platform

Everything a public sector communication team needs, in one place.

From a single citizen's question to leadership's quarterly review of public sentiment.

Social listening

Public conversation about your services, schemes and announcements across 30+ channels, in real time and in many languages.

Citizen social care

Every message to official handles becomes a tracked ticket with SLA, severity and routing to the right department.

False message and service alerts

Early alerts on false claims about official services and on service disruption, so verified clarifications go out fast.

AI Essentials

Classifies messages by type, such as payment question, service grievance, application status, praise or suspected scam.

Multilingual listening

English, Arabic, Bahasa Indonesia, Hindi and 10+ other Indian languages in one platform.

Publishing with approvals

Plan, approve and publish official communication across every handle, with multi-level approval workflows.

Quality assessment

Score response quality, audit resolution accuracy and track SLA compliance by department and channel.

KRC public sentiment insight

Service and scheme perception, citizen VoC and trends over time, in plain language for leadership.

KONNECT AI+

AI that helps public teams answer more citizens, accurately.

Deadlines, announcements and service disruptions bring sudden volume. Konnect AI+ sorts it by type and urgency, drafts replies for human approval, and answers routine questions with verified information.

Agent Empower

Drafts a clear, courteous reply to every citizen message for an officer to review and send, using approved information only.

"The portal crashed while I was paying and money was deducted twice. What happens now?"

Duplicate payment, portal error, high priority. Route to payments support. Draft for approval.

"We're sorry for the trouble. Duplicate deductions during a portal error are normally reversed automatically. Please send your transaction reference by direct message and our team will confirm the status for you."

AI Essentials

Classifies and routes every message by type and urgency, so a deadline-day surge does not bury the messages that need a person.

14,200 messages on a deadline day, illustrative

How-to and deadline questions8,760
Portal and payment issues3,910
Praise and general feedback1,350
Suspected scam messages, to comms180

KonnectChat AI

Answers routine questions on official WhatsApp and web chat around the clock, using verified information, and hands over to an officer when needed.

"I got a message asking for my OTP to release my refund. Is this from you?"

"No. We never ask for an OTP, PIN or password by message or call. Please don't share it, and don't click the link. You can check your status safely on the official portal."

Resolved with verified information

How we grow with you

We meet you where you are and take you to best in class.

Most public sector organisations begin with social care. Our fastest-growing deployments reach stages five to seven within 12 months.

Social care

Every citizen message becomes a ticket.
Workflows and SLAs

Owners, deadlines and escalation.
Social listening

Service, scheme and topic signals.
Omni-channel hub

Social, email and WhatsApp in one queue.
Quality assessment

Every reply scored and audited.
Konnect AI+

Routing at public service scale.
Agent Empower

AI-drafted replies for officer approval.
KRC intelligence

Plain-language answers for leadership.

Stages 1 to 2

Foundation

Citizen messages are captured, owned and answered on time. This is where most public bodies begin.

Stages 3 to 5

Scale

Service and scheme signals are organised, unified in one hub, and every reply is quality-checked.

Stages 6 to 8

Best in class

AI handles peak volume with human approval, and KRC turns citizen signals into communication decisions.

Public trust is built slowly. Protect it in real time.

Public services are judged in public,around the clock.

Citizen questions have no off-hours

False messages travel faster than clarifications

Accountability needs a record

National infrastructure, public services and citizen programmes.

Ask a question. Get a board-ready answer.

Every message to your official channels, answered and on record.

Routed to the right department

In the language citizens use

Audit-ready accountability

Inside the systems you already run

Clear communication,clear accountability.

From a false message to a verified clarification.

How public sector deployments are configured.

Social listening

Citizen social care

False message and service alerts

AI Essentials

Multilingual listening

Publishing with approvals

Quality assessment

KRC public sentiment insight

Agent Empower

AI Essentials

KonnectChat AI

We meet you where you are and take you to best in class.

Social care

Workflows and SLAs

Social listening

Omni-channel hub

Quality assessment

Konnect AI+

Agent Empower

KRC intelligence

Foundation

Scale

Best in class

Social Listening

Omni-channel Ticketing

KRC Intelligence

Konnect AI+

KonnectChat AI

Quality Assessment

Public trust is built slowly. The systems that protect it should be live before they are needed.

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Public services are judged in public,
around the clock.

Clear communication,
clear accountability.