The robot on counteraction of Covid-19 started working in the Novgorod region

2020: OCAS Assistant implementation

On December 29, 2020 it became known that Veliky Novgorod became the first Russian city where installed an intelligent system on the basis of artificial intelligence of OCAS Assistant on subject of COVID-19. The robot is connected to a regional hot line on counteraction of a koronavirusny infection. In only 10 days of work in the test mode the virtual operator received more than 2500 calls, having provided to Novgorodians an opportunity to phone to call center and to get advice on COVID-19.

According to the company, a neural network dialogue system answers questions of Novgorodians on subject of a koronavirusny infection on number 122. In total its base contains answers to 20 questions of regional specifics and almost for 2000 on an incidence subject, symptoms, treatment and prevention of a virus in Russia. Thanks to an opportunity in one step to process hundreds of telephone addresses, the robot Yaroslav undertakes nearly a half of load of operators.

The problem of a progressive tense of waiting at a call to line 122 was particularly acute from the input of a hot line. The analytics of the first array of calls showed that approximately in 50% of cases people apply for the reference information. It is the longest talk, and questions at the same time standard. There was an understanding that implementation of the voice assistant will allow considerably will reduce waiting time, to increase quality of work of regional call center. Andrey Mayorov, the minister of digital development and information and communication technologies of the Novgorod region told

After system implementation in the Novgorod region about 30% of the questions which addressed were removed by consultation at the virtual consultant, and waiting time to lines was reduced from 6 to 3 minutes.

The ministry noted that connection of a system did not require the expensive equipment, and in the nearest future specialists are going to develop the project, having given the robot with other functions.

A dialogue system works steadily therefore we are going to expand its opportunities – we will add acceptance of complaints and addresses, the module of making an appointment with the doctor. It is a number of the standard tasks which are not requiring obligatory connection of call center operators. The virtual consultant can execute them. Besides, would like to replace standard IVR when it is necessary to select items in digits, on a neuronet which will refer a call to this or that category, depending on the voice request calling. Mayorov added

The project is implemented within activities of the region for digital transformation of health sector of the Novgorod region. The President of Russia Vladimir Putin spoke about relevance of development of the sphere of AI, universal implementation of the Russian systems and need of carrying out digital transformation of the whole country at the beginning of December, 2020.

A neural network dialogue system was created by the Tyumen developers this 2020 for rendering the advisory help on "hot line" with a coronavirus, the organization of a feedback with citizens and can be integrated with any call center in Russia. OCAS Assistant is included in the Register of the Russian software.

The semantic model of the information field connected with a pandemic is the basis for a system, and for neural network training were considered the recommendations of doctors, representatives of Rospotrebnadzor, authorities, business experts. The robot is capable to communicate on all communication channels (phones, widgets on the websites, mobile applications, messengers and social networks).

Means of automatic testing show the accuracy of work of the developed system in 91.2%. The class of accuracy is confirmed by results of testing by people from third parties (2196 asked questions) – accuracy is recorded at the level of 91% of the correct answers.

Taking into account development of the situation in the country after-training of a neural network system is carried out by the developer daily on the basis of data of operational staff on interaction of profile executive authorities of the Russian Federation.

For December, 2020 the Virtual consultant of OKAS is unrolled for test operation on the website coronavirus.net.ru. He answers questions of measures of fight against a pandemic, considering a conversation context in natural Russian. Except responses to frequent requests the robot issues up-to-date information according to the statistics to incidence and death rate for on all subjects of Russia, news about the organization of work of social organizations, imposition of restrictions in regions yesterday and today. Vadim Filippov, the head of developer company told