Galex provided the voice robot consultant for MFC of Novosibirsk

2019: Representation of the voice robot consultant

The Galex company provided on October 25, 2019 the voice robot developed for the multifunction centers of Novosibirsk.

The innovation robot consultant Nikolay receives calls of residents of Novosibirsk concerning work of the multifunction centers since the beginning of 2019. The robot answers calls in call center of MFC, gives consultations on rendering state services and provides the reference information on frequently asked questions.

As of October 25 it is possible to ask the robot a question about five subjects:

• "Prerecording order in MFC",
• "Information on the addresses and working schedules of MFC",
• "Consultation about an order of obtaining the car driver license, passport, maternity capital, the Insurance Number of Individual Ledger Account, concerning signing up in kindergarten",
• "Consultation on the state fees",
• "Check of the status of the address".

The main goal of the project — to unload contact center due to processing of standard requests. The key feature of this robot consists that he is capable to process requests in a format of free dialog in a natural form. In the market there are a lot of standard solutions — programs which can work only in a tough algorithm, with answers of type "yes/no", or the choice of one of the offered options. But such solution did not suit the customer — Sergey Paksyutkin, the head of sales of telecommunication and computing systems of STC of Galex LLC explained.

According to him, a system works it to a basis of the trained neural network. As initial (primary) data for creation of an algorithm the saved-up data from an information system of MFC were used: statistics of addresses, standards of work of consultants of call center. Further training of the robot will take place in a "person — the machine" mode as a result of which the robot adapts to features of the speech of target audience (residents of the area), enriches the lexicon, evolving like the person during lifecycle.