BFT and BSS: Dialogue neurobot

Main articles:

• Speech technologies: on the way from recognition to understanding
• Call center: appointment, types and tasks

2020: Announcement of a dialogue neurobot

On December 18, 2020 it became known of that, BFT as BSS provided dialogue neuro bot which will solve a problem with dialing in medical institutions in koronavirusny infection propagation conditions COVID-19. Such neurobot will be a part of uniform neurocontact center of the region and will help to process addresses to pandemic time – to advise citizens on COVID-19 and other questions.

The robot from BFT and BSS

According to the company, the uniform neurocontact center of the region is a single platform to which emergency services, medical institutions, reference services and other organizations and departments of the region will be able to be connected. Such contact center will allow to organize activity of service of the operational help to citizens in propagation conditions of a koronavirusny infection of COVID-19 taking into account the methodical recommendations of the Government of the Russian Federation.

At the heart of regional neurocontact center from BFT and BSS an automatic neurosystem which includes two components lies:

• Communications system for automation of activity of contact center – allows to manage automatically entering and outgoing communications, provides integration into the current processing of addresses, end-to-end quality control of service of citizens and cost optimization on its organization.
• The robotic multi-channel system of voice self-service – full consultation of citizens on standard questions by means of use of bots in voice and text formats allows to organize. The dialogue robot can advise by phone, in a chat on the website and also in popular messengers. A system meets all safety requirements and is included in the Unified register of the domestic software.

The neurocontact center will become a uniform point of service of citizens at the address to emergency services and medical institutions. Any inhabitant will be able without waiting on the line to receive operational ambulance and consultation on COVID-19 or other questions. On numbers 122, 103 and 03 the intellectual neurobot which will help citizens with questions will be connected:

• receiving medical care,
• obtaining information on working schedules of organizations and doctors,
• making an appointment with the doctor,
• call of the doctor on the house,
• receiving analysis results and medical researches,
• acceptance of complaints concerning the organization of medical care;
• informing on rules of vaccination from COVID-19 and other questions.

The neurobot will consult and will solve a problem which the person handled and, if necessary, will quickly switch a call to the corresponding specialist for individual consultation.

The robot from BFT and BSS

At a difficult life situation the neurobot connects the operator of the relevant organization and transfers the filled address card with the history of dialog, subject of the address and the information about the citizen.

The uniform neurocontact center provides the operator with necessary tools for processing of the address:

• uniform automated workplace (AW),
• maintaining and accounting of cards of addresses,
• reference books,
• knowledge bases,
• dialog scripts,
• integration with information systems of the region,
• records of calls,
• functions of call-down and call back,
• acceptance of chats.

Neurobot from BFT and BSS:

• will process up to 80% of addresses in the round-the-clock mode,
• will lower load of operators,
• will reduce answering interval and time of the solution of a question of the addressed citizen,
• will allow to avoid increase in number of employees,
• will allow to save service quality during peak loads and to optimize work further.

The maturity of the developed system and experience of implementation provide the speed of deployment and scaling. The output in commercial operation is possible in 14 days. The BFT and BSS Company has a step-by-step process of implementation of a robotic system and creation of uniform neurocontact center debugged and checked in practice:

• Installation of ready data models – work begins on the standard models which are specially adapted for understanding of the questions connected with COVID-19.
• Adaptation under specifics of the subject – the scenarios of telephone service of the population adapted for the region are developed on the basis of library of standard scenarios in several hours.
• Deployment on servers of the customer and connection of the AIS – in process of data storage and statistics on service of the population, scenarios and models are optimized under specifics of the region, allowing to optimize quantity of automatically serviced calls and service quality.

The dialogue robot from BFT and BSS for December, 2020 is used in MFC of the Novosibirsk region. Citizens are advised by the Nikolay robot.

The platform has a scaling option. It allows to connect all necessary departments to regional contact center, to expand and develop the solution, complementing it with scenarios of service for other areas. For example, for spheres of health care, housing and public utilities, MFC, etc.