RT Labs let the voice assistant and the chat-bot for rendering services into MFC of the Kemerovo region

2020: Start of the voice assistant

RT Labs, subsidiary company of Rostelecom, implemented the project on start of the speech voice assistant and the chat-bot in the multifunction center of the public and municipal services (MFC) of Kuzbass. On September 7, 2020 Rostelecom reported about it.

System "ESP. Speech technologies" consists of the digital voice robot and the chat-bot and allows to automate service of citizens at the appeal to MFC. Their quality, speed and availability to the population will allow to raise the solution implemented thanks to the saved-up competences RT Labs of development and implementation of technologies for rendering public services significantly.

"ESP. Speech technologies" it can be set in an internal circuit of the organization, completely excepting date leak. A system is created on the basis of the Single service platform of domestic production and included in the unified register of the Russian software. The BSS company acted as the technology partner of the project.

Citizens can select a method of communication, convenient for them, and quickly, within several seconds, to get necessary advice on popular services. Services were developed for express and text speaker circuits of interaction by specialists RT Labs together with BSS. The result of a research of the most demanded public and municipal services at residents of Kuzbass was taken as a basis, and for implementation of the automated protocols of the voice assistant integration with automated information system of the multifunction center (AIS MFC) was executed.

The robot consultant answers the first calls of citizens to contact center of MFC is time-invariant day and load of operators. It significantly reduces answering interval in rush hours and increases satisfaction of citizens at the appeal to MFC. The voice assistant provides to citizens the reference information, informs on service course of execution and also can perform call-down of subscribers concerning suspension or readiness of services. If not the standard question is asked or the robot cannot distinguish heart of the matter, it transfers a call to the operator. The neural network allows the robot to samoobuchatsya, and intuitive tools — quickly to change and create scenarios of dialogs directly by call center specialists.

Implementing solution allows to organize the round-the-clock processing of incoming calls, to lower load of personnel, to minimize losses of addresses of users in peak loads of contact center, to reduce the cost of service of a call. There are development perspectives regarding omnichannel: the user will be able to begin to communicate in the voice channel, and to continue in text or on the contrary since that moment on which finished, without loss of information.

The RT Labs company has experience of implementation of advanced technologies for rendering public services to the population. System 'ESP. Speech technologies' allows to reach communications other qualitative level and to considerably raise a share of interactions of citizens and the commercial organizations with public authorities of the Kemerovo region in a digital form. A system shows considerable potential in terms of functionality and application in the multifunction centers of rendering services — the director of regional projects RT Labs Alexander Belimov noted.

High-quality and fast customer service — one of the most important tasks of work of MFC on providing state services. Voice technologies allow to facilitate considerably work to specialists of MFC, to unload operators, to release them for the solution of more difficult tasks. The citizens who made in MFC standard inquiries get detailed consultation and correct answers at once. It saves their time and gives good mood. We are grateful RT Labs for the joint project which, is sure, will bring satisfaction to all parties involved in communications — the CEO of BSS company Georgy Kravchenko commented.