Voice robot assistant appeared in AIS "MPSC Delo" of the Ryazan region

2023: The appearance of a voice robot assistant for processing telephone calls from residents of the Ryazan region

AIS "MPSC DELO" Ryazan region In appeared voice robot-: assistant he accepts phone calls and answers standard questions. This was announced on May 2, 2023 by the company. Electronic Office Systems (EOS)

The round-the-clock call center of the branch network of the MPSC of the Ryazan Region is not in vain called a "hotline." Every day he receives and processes a large number of telephone calls from residents of the region. Recently, an update appeared in the work of the center: a voice robot, which allows you to automatically process a significant percentage of calls and unload human operators. This joint project was implemented by Electronic Office Systems (EOS) and Association of Cognitive Associative Systems (OKAS), which develops neural network question-response and dialogue systems for language processing.

Ryazan the region is one of the regions where MPSC the network has been using the specialized AIS system "MPSC DELO" created by the EOS since 2017. During the project, which ended in December 2022, the EOS and OKAS carried out integration voice an assistant at the MPSCS DELO to automate the telephone consulting process for applicants. This improvement was required to improve the quality and speed of service to the population Ryazan region when interacting with the MPSC.

An automated operator, at the request of the calling residents of the Ryazan region, provides such data as the status of the applicants' cases, the address and operating time of the MPSC, and can also record a person around the clock for an appointment at the MPSC or cancel the entry. The voice robot independently processes almost 40% of the most frequent calls from citizens to the MPSC hotline, and the expected effect of the implementation during the year is from 50 to 70% of independently processed calls.

The implemented voice assistant will not only automate the process of receiving calls, but also significantly reduce the percentage of lost calls, as well as unload call center employees during peak loads. Based on the statistics of calls in the first quarter of 2023, it can be stated that the share of calls transferred to operators is becoming lower and lower, and tends to 50%. This became possible thanks to the initial introduction of a neural network with more than 1200 question-response pairs, as well as thanks to its daily additional training. The MPSC does not plan to stop there - it will continue to train the neural network in order to bring the share of automatic processing of incoming calls to at least 70%, noted Deputy Director of the MPSC of the Ryazan Region Vladimir Kukhlev.

{{quote 'author = commented Andrey Korol, Head of the Development Department of SMEV and Public services EOS.|The project does not boil down to simple integration of the robot with telephony used in the MPSC of the Ryazan Region. A certain digital space has been created of at least three components: neural network, telephony and AIS "MPSC DELO." And they all work together. For example, if the robot "did not cope" with the call, and the data it has is not enough to meet the information needs of the applicant, the neural network transfers the call to the operator. At this moment, using various text analysis technologies, the entire dialogue of the robot with a person is translated into text mode and in a split second arrives on the screen of the call center operator, who can enter the dialogue directly from the special interface of the AIS MPSC, already understanding who is calling him and on what issue. The introduction of such a product as an automated voice assistant will not only ensure round-the-clock informing of applicants, but also minimize lost calls that lead to increased dissatisfaction of applicants and a decrease in loyalty to the branch network of the MPSC of the Ryazan Region. The introduction of such products is one of the fundamental steps towards digitalization of the region,}}

2019: Details of the AIS implementation project "MPSC Delo"

The project of introducing AIS "MPSC Delo" in the network of multifunctional centers for the provision of state and municipal services of the Ryazan region was launched in 2017. Read about the stages of the project and its implementation in an interview with the deputy director of the GBU RO "MPSC of the Ryazan Region" Vladimir Kukhlev.