DIT of Moscow uses artificial intelligence for quality evaluation of service of the population

2018

Start of a pilot project of automatic evaluation of telephone conversation

The Moscow Department of Information Technology (DIT) announced on April 19, 2018 start in city contact center of a pilot project of transcribing and automatic evaluation of telephone conversation of the operator of service with the subscriber. The technology is called will raise the service level of the population which addressed for consultation on phone, due to partial automation of activity of control service of quality of hot lines of contact center.

"One of basic functions of control service of quality – listening of telephone conversation of the subscriber with the operator for determination of quality of work of the employee of contact center. However this process is significantly limited by a human resource and requires big time expenditure. Therefore we decided to unroll a pilot project on one of our hot lines and to delegate a part of work to the system of speech recognition which will allow to process a large number of a talk in seconds and on the predeterminated model to estimate quality of work of the operator, the most popular subjects among inhabitants and to pay attention to deviations from the quality standards". Andrey Savitsky, City Contact Center project manager of DIT of Moscow

It is supposed that at a piloting stage a system will perform only a part of functions of the employee of quality control department. In the subsequent it is going to automate completely the analysis of comments of subscribers which they leave according to the results of a call. Determination of its essence and its automatic immediate direction in the executive authority capable to influence a situation should become result of this analysis.

After piloting it is going to deploy statistical meter panels (dashboards) for reflection of a situation in hotline in real time. Implementation of such system - the second operational stage of innovations in contact center of DIT of Moscow. The first stage was devoted to the system of synthesis and speech recognition which brought the essential effect connected with transfer of subscribers to voice self-service.

Transfer of telemetered informations from the public transport

The Moscow Department of Information Technology (DIT) and Rostelecom in January, 2018 signed the contract for the organization of transfer of telemetered informations from the public transport.

DIT of Moscow together with Rostelecom implement the project of transfer of telemetry since 2015. During this time the telemetric data transmission system is installed more than on 15 thousand machines of the special equipment standing on operation in 150 enterprises of a complex of municipal economy of Moscow. These are snowplows, water carts, the other special and operational equipment. The telemetry allows city authorities to have pins and needles in routes, to perform monitoring of incidents and efficiency of their elimination.

The operator will provide transfer of navigation data, fuel level, operation of the hinged equipment and the main nodes of machines. Information will be sent to the "Joint Dispatching Service of the Moscow Department of Housing, Utilities and Amenities" automated control system (ODS ACS) and to be reserved on the cloud systems of Rostelecom. Besides, the company will provide installation and service of devices of the aircraft navigation and satellite equipment on the special vehicles performing repair of objects of a complex of municipal economy of Moscow.

Operational receiving telemetry allows specialized departments of the Government of Moscow to perform online monitoring of activity of city special equipment. Under the terms of the contract, the uninterrupted operation of work of this system will provide Rostelecom. The company will quickly react to failures and violations in work of services and to provide their recovery within the set agreements on the service level — Artyom Yermolaev, the Minister of the Moscow Government, the Head of the Moscow Department of Information Technology of the city of Moscow noted.

Telemetered informations are transferred via secure channels of communication to ODS ACS. In turn, using an ACS of ODS the automated control of an exit of special equipment to routes, with the subsequent transfer of a data stream to the regional GLONASS navigation and information system is exercised. Rostelecom provides transfer of telemetered informations with a speed about 1.3 thousand packets per second, i.e. more than 110 million — in day. The working capacity and required characteristics on signal transmission from the equipment are provided in the temperature range of-40 - +65 °C.

For transfer of telemetry the Moscow Department of Information Technology uses the software solution of Rostelecom. Except hardware monitoring of special equipment, it provides protection of telemetered informations. Besides, our system provides permanent operational readiness on a case of emergency situations. So operators of customer service quickly permit a part of incidents, even without getting up from a workplace — Alexander Abramkov, the vice president — the director of macroregional branch "Centre" of Rostelecom told.

As noted, transfer of service of the equipment to the uniform telemetric operator in general allows the city to reduce costs for services of telemetry of vehicles. Rostelecom provides data transmission control. Thanks to implementation of a telemetric control system it was succeeded to exclude a possibility of falsification of data, and transport enterprises began to receive telemetric services of the best quality: according to Rostelecom, time from the pass moment by the equipment of an object of road economy was several times reduced to the actual fixing of an indicator of execution of a route.

2016: Analysis system of tonality of dialog of the operator with the client

In January, 2016 in the Moscow contact centers began to estimate emotional heat of dialogs of Muscovites with operators. A project orderer is the Moscow Department of Information Technology, the contractor – PJSC Rostelecom.

A system works in the test mode only on the line of the Moscow portal of public services, but in the future is going to implement the new software on all hot lines of Moscow.

In January on it more than 48 thousand calls from Muscovites arrived. From them slightly less than 3% were recognized by a system as negative. The addresses connected with issues of filling of statements on the portal of state services – 43% of a total quantity of negative calls became the main occasions. Consultations on work of public institution engineering services – 26% and also questions, work-related the Moscow Department of Education – 8%. The vast majority – nearly 90% which addressed on a hot line - provided information satisfied in full.

The most popular subjects for calls to reporting period became:

• authorization/recovery of the password of the individual – 24% of all incoming calls,
• input of indications of metering devices of water and power meters – 15% of calls,
• and also work with execution of applications for provision of services via the portal – 14% of all incoming calls.

The most often set requests:

• "As to me to become authorized on the portal if a system issues - the incorrect user name and/or the password is entered",
• "how to enter indications of metering devices of water",
• "how to fill in the application form on any service".

Using the software developed by the Russian company, all citizens' appeals in contact center of the portal of public services are analyzed in the automatic mode now. A system analyzes tonality of dialog of the client and selects the most emotional and problem addresses.

Software reveals a talk in which the operator managed to remove emotional pressure and to resolve an issue of the client and the circulation in which at the end of dialog the client remained is dissatisfied with the proposed solution. Complaints to work of call center operators are separately analyzed. A system allows to select the most problem customer appeals and to estimate work of operators of a hot line.

"If innovation well proves, we will extend it to all hot lines of the city. Speech recognition – promising technology which will be useful to city many systems", - the deputy manager of the Moscow Department of Information Technology Gorbatko Alexander told.

Besides, call-center managers work with problem addresses. Now the supervisor does not need to look for manually problem calls and the operators who are not able to work correctly with conflict addresses, for them it is done by automatic system that significantly increases efficiency of corrective actions.

According to the Moscow Department of Information Technology, now 26 hotlines which receive about 1.5 million calls a month work in the capital. Are most popular among them: service of record to the doctor (about 300 thousand calls a month) and help desk of Department of transport (160 thousand addresses a month).