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Good practice Imported

ASAN Service's AI-Assisted 108 Call Centre — Azerbaijan's Plan to Automate a Third of Citizen Enquiries

Azerbaijan · Baku · See the Azerbaijan profile · See the Baku profile

Evidence: Descriptive / self-reported Top 89% 33/100 · Ask Evidence Copilot about this practice

Azerbaijan's ASAN Service is fitting its 108 citizen call centre with AI to automate calls and cut wait times, under a 2024 national AI strategy and South Korean aid equipment, aiming to eventually automate around 30% of enquiries.

Details

Maturity
Pilot
Promoter
ASAN Xidmət (State Agency for Public Service and Social Innovations under the President of the Republic of Azerbaijan)
Period
2024-2025
Keywords
call centre automation, digital government, citizen services

Context

Azerbaijan's ASAN Xidmet (State Agency for Public Service and Social Innovations) runs a 108 Call Centre for citizen enquiries. In January 2024 it signed an agreement with the Republic of Korea's official development assistance programme to equip the centre with artificial intelligence, part of ASAN's AI Strategy approved the same year.

Objectives

The AI system, described by ASAN as developed with Azerbaijani specialists, is intended to automate routine task handling, manage multiple simultaneous calls and cut waiting times, enabling round-the-clock operation. Local media reported the agency's ambition to eventually handle around 30% of call-centre enquiries through AI rather than human operators.

Activities

The call-centre project sits inside the wider ASAN AI Hub, which has signed cooperation memorandums with organisations including Apolitical, Breakthrough Social Enterprise and GenAI Works.

Conclusions

Neither ASAN's own press release nor independent Azerbaijani media reporting available at time of writing discloses post-rollout performance data — such as actual automation share, accuracy or citizen satisfaction — so the project should currently be read as a funded, strategy-backed rollout rather than a proven outcome.

Implementation
Indicative cost
Medium (€50k–€500k)
Time to results
Medium (1–3 years)
Staffing & skills
ASAN Xidmet in-house team, described as working with Azerbaijani AI specialists

Conditions for success

  • Formal national AI Strategy (approved 2024) giving the rollout an institutional mandate
  • Intergovernmental development-assistance agreement with the Republic of Korea providing equipment/technical support

Commonly funded by

National / regional programmes

Indicative funding routes for practices of this type — always check each programme's current calls and eligibility rules.

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Data sources

Where this practice's information was retrieved from, and when.

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