Ulyanovsk MPSC earned Ulyana voice assistant from Rostelecom

2021: Introduction of Ulyana voice assistant

Rostelecom"" On March 25, 2021, he announced the introduction voice of an assistant "Ulyana" in. multifunctional centers (MPSC) for the provision of state and municipal services of the Ulyanovsk region The name for the voice assistant was chosen by the residents of the region by voting in. " social networks Ulyana" was created on the basis of technology, and. artificial intelligence machine learning neural networks The solution was developed by "," RT Labs a subsidiary of Rostelecom, on the basis of the company's unified omnicanal service system Digital2Speech. BSS

The virtual consultant recognizes human speech and knows how to conduct dialogue. "Ulyana" will answer the most popular questions of residents of the region by the multi-channel 8 (8422) 37-31-31 number: will tell the addresses of the offices "My Documents," inform about the work schedule of the units and the procedure for recording in the MPSC, inform the applicant about the status of the case. On the hotline, citizens will be able to find out how to register on the public services portal, issue a passport, enroll a child in kindergarten, find out how to get maternity capital or a monthly cash payment for children aged three to seven years.

The introduction of a voice assistant will allow residents of the region to quickly receive the necessary information. The neurorobot is able to process about 80% of calls to the call center. If the caller needs additional information, Ulyana will switch it to the operator, "said Svetlana Openysheva, director of the Government for Citizens OGKU.

For several months, RT Labs analysts trained a voice assistant. To build algorithms, more than 60 thousand calls to the call center of the MPSC were analyzed and a knowledge base was formed on the basis of this data. For March 2021, "Ulyana" not only recognizes and synthesizes speech, but also easily navigates issues.

The project provides an economic effect for the state institution and increases the availability of public services for citizens. Neurorobot "Ulyana" will take over most of the standard calls, reducing the burden on call center operators. Already in March 2021, the virtual consultant answers calls at any time of the day, works without days off and lunch breaks and quickly copes with the search for the necessary information for an answer, - said Elena Alpova, director of the Ulyanovsk branch of Rostelecom PJSC.

The created development has great potential for further development. It already has the foundation for voice biometrics. In the future, the system will be able to recognize a person by voice and personify public services. Another of the promising possibilities of the system is the analysis of the emotional component of the dialogue. Objective control of the communication process is all possible in the foreseeable future. As for "Ulyana," the training of the voice assistant will continue: new linguistic models will be introduced and all kinds of scenarios will be worked out. I am sure that over time the voice assistant will become a reliable assistant for Ulyanovsk residents in many life situations, "added Dmitry Kachanov, director of the separate division of RT Labs JSC in Nizhny Novgorod.

The developments of RT Labs in the field of neurotechnologies are patented and entered into the register of domestic software of the Ministry of Digital Engineering of Russia.