SPGES completed the second stage of implementation of a sensing technology of a voice

On July 15, 2014 it became known of agreement signature between GLOBUS-TELECOM company and the Saratov Enterprise of the City Electric Networks (SECEN) about implementation of an automated system of collection of information from metering devices.

Project Tasks

The company should provide the customer with a permit automated system of own development for collecting of indications of individual counters of electricity consumption. A system automatically receives phone calls of subscribers, supports dialog with them and provides to consumers information in the voice mode without participation of the operator.

The speech recognition software helps to identify the subscriber on the personal account. The indications of individual metering devices accepted from the subscriber are processed by a system on a special algorithm and remain in the database. According to the results of information processing to the subscriber the SMS with receipt acknowledgment of indications is sent. Besides, a system saves record of dialog with the subscriber on the server in a compact sound format that allows to listen to it and, in case of incorrect recognition of voice information, to make corrections in the manual mode.

System implementation will help the Saratov enterprise of the city electric networks with optimization of service of subscribers.

the Second stage of the project

On July 17, 2017 the Globus-Telecom company announced end of the second stage of the project of automation at the Saratov Enterprise of the City Electric Networks (SECEN).

According to the results of the second stage the customer company increased the power of an automated system of collection of information from individual metering devices of the electric power (SATO), having provided more than 380 thousand subscribers of SPGES with telephone service of acceptance of meter readings^[1].

In a system the functionality of speech synthesis is expanded that it allows to provide a feedback with subscribers, to receive phone calls, to support dialog with consumers, to provide them information in the voice mode without participation of the operator and, if desired subscribers, by means of a voice command to transfer calls to service to the operator.

On the basis of hardware and software system SATO, without use of the additional hardware of automatic telephone exchange, work of call center for increase in effectiveness of processing of calls to peak busy hours is organized. Operators had technical capability to translate subscriber calls to other services SPGES:

• settlement department,
• accounting,
• repair services,
• district points of payment of services.

The functionality of search by the operator of data of the subscriber is added to a system: by number of the personal account, Full Name, the phone number, date or number of a call.

System implementation optimizes service of subscribers:

• queues were reduced,
• the quantity of errors when processing indications of power meters is minimized,
• providing reference services is automated.

Notes