AI-Powered Assistance: Chatbot Deployment for PHQ Help Desk of Bangladesh Police, Dhaka

Case Study: Chatbot Development & Installation for the PHQ Help Desk

Client: Bangladesh Police – Police Headquarters (PHQ)
Delivered by: Opus Technology Limited
Client Website: https://www.police.gov.bd

Client Overview

The Police Headquarters (PHQ) serves as the central administrative and communication hub for the Bangladesh Police. The PHQ Help Desk receives a high volume of public inquiries, including information requests, complaints, service guidance, and updates. Traditionally, this workload was handled manually via calls and physical visits, often causing delays, repetitive responses, and service inefficiencies.

To improve public engagement and reduce manual burden, PHQ aimed to deploy a smart, automated chatbot solution capable of providing instant, reliable, and round-the-clock assistance to citizens and internal staff.

Project Summary

Opus Technology Limited designed, developed, and deployed an intelligent chatbot integrated with the PHQ Help Desk's digital infrastructure. The chatbot responds to frequently asked questions, guides users through services, and redirects complex queries to human agents when necessary—all via an intuitive web and mobile-friendly interface.

Key Objectives

• Provide 24/7 automated assistance for common public queries
• Reduce manual workload on PHQ Help Desk staff
• Ensure timely, consistent, and accurate responses
• Improve public accessibility and satisfaction through digital tools
• Support bilingual communication (Bangla & English) for wider reach

Challenges

🚫 Overloaded help desk with repetitive and high-volume inquiries
🚫 Limited-service hours causing delays in public response
🚫 Inconsistent responses due to manual handling
🚫 Lack of digital channels for instant communication

Our Solution

Opus Technology deployed a secure, conversational chatbot system with:

✅ Natural Language Processing (NLP) – Understands and responds in Bangla and English
✅ Pre-Programmed Knowledge Base – Covers FAQs, services, procedures, and contact details
✅ Live Chat Handoff – Transfers unresolved queries to human operators
✅ Mobile & Web Integration – Accessible via smartphones and the official website
✅ Data Logging & Analytics – Tracks usage patterns, query types, and response accuracy
✅ Scalable Architecture – Ready to integrate with future police service portals and databases

Results & Impact

📈 24/7 Public Support – Citizens can get answers instantly at any hour
📈 Reduced Manual Load – Help Desk staff focus on complex or sensitive inquiries
📈 Improved Service Consistency – Standardized responses enhance credibility
📈 Higher Engagement – Increased interaction through easy-to-use digital platform
📈 Real-Time Insights – Dashboard helps track public needs and improve services

Conclusion

The installation of a chatbot at the PHQ Help Desk marks a major step forward in digital governance for Bangladesh Police. Developed by Opus Technology, this solution enhances public service delivery, supports automation, and strengthens the interface between citizens and law enforcement.

💡 Opus Technology – Bridging Citizens & Institutions Through Intelligent Digital Solutions 💬🤖📞