In the Astrakhan region, the voice assistant of Rostelecom helps to call a doctor

2020: Implementation of Voice Assistant

Rostelecom reported on January 21, 2021 about implementation of the pilot project on use of the voice assistant with artificial intelligence in the system of zdravookhraneniyaastrakhansky area. When calling a single number 122, the robot helps to issue a doctor's call to the house, which allows you to reduce the waiting time for an answer several times. If the pilot project is successful, the voice assistant functionality can be expanded.

A key feature of the project is the integration of a voice assistant with a regional medical information system: a call made by a smart robot is immediately reflected in the IT system and becomes a task for specialists in a medical institution. Software using artificial intelligence technologies for speech synthesis was provided by the company Neuro.net.

The digital voice operator can simultaneously communicate with 300 callers, offloading contact centers and medical facilities from incoming calls, especially at peak times. Digital operators based on the neural network know how to conduct complex conversations. They are trained in the process of work and are able to recreate the emotions and intonations of ordinary everyday speech, they perfectly understand the colloquial speech turns of any complexity, including the numbers "two zeros" and "three fives" or the answer "yes no, probably."

The pandemic has become an additional incentive to accelerate the digitalization of many areas of our lives. And what is especially important and significant is in the field of health care, which is experiencing enormous burdens. Therefore, the pilot project of digital voice operators of the Ministry of Health of the Astrakhan region has great prospects for implementation and further development. It will not only reduce the load on contact centers, but also eliminate the human factor and related errors, increase the speed and availability of medical care for the population. We see how the use of smart technologies changes people's lives for the better, so we will continue their development and implementation in all regions of the South, "said Denis Lysov, vice president and director of the South macro-regional branch of Rostelecom.

We are doing everything possible to not only keep the situation with the spread of coronavirus infection under control, but also really help sick Astrakhans receive timely assistance and recommendations for protecting health. Digital technologies based on artificial intelligence help to cope with this task no worse than trained professionals, especially in the face of an increasing psychological burden on contact center operators due to the growing number of calls. We hope that the project will recommend itself well and plan to use a voice assistant on an ongoing basis, "said Andrei Sashin, Minister of State Administration, Information Technology and Communications of the Astrakhan Region.