The MPSC of St. Petersburg has completed a project to introduce a voice robot

2022: Completion of the Voice Robot Implementation Project

On May 25, 2022, BFT-Holding announced the completion of a project to introduce a voice robot at the MPSC of St. Petersburg.

According to the company, the company, voice assistant implemented in, MPSC St. Petersburg independently processes 35% of the total number of calls to the hotline. Thanks to the technology natural speech recognition robot , it helps Petersburgers to make an appointment, check the status of their appeal and find out the MPSC schedule. Citizens can also consult around the clock on the receipt, replacement and loss of a passport, SNILS, driver's license or registration at the place of residence.

The integration of the solution into the digital infrastructure of the Telephone Service Center (technical service centre) of the MPSC of St. Petersburg involves the initial interaction of the applicant exclusively with the voice assistant. If a personal consultation is necessary, the application will be redirected to the MPSC employee. In total, 22 scenarios for communication with the robot are provided for May 2022. According to the results of the project, the maximum waiting time for a response to a request for a year was reduced from 21 to 6 minutes. The average time to wait for a response to a case is 3 minutes.

The prerequisite for the implementation of the project was the COVID-19 pandemic, which led to an increase in the number of calls to the technical service centre line by 2.5 times compared to normal indicators. In this regard, the staff of the technical service centre was expanded to 93 people per shift, but even with so many employees, applications were processed with a delay. In May 2022, the project helps Petersburgers leave applications around the clock, receive the necessary services faster and optimize the quality of their interaction with the MPSC.

We faced the question of the need to use artificial intelligence technologies that would help us cope with the increased load. Before the implementation of the voice assistant, an interactive voice menu was used on the technical service centre line, requiring manual selection of the consultation direction. Necessary announcements of work schedule changes, restrictions and other information were recorded by employees on their own, which took time. In addition, applications were processed only during the working hours of the MPSC. Thanks to the introduction of voice assistant technology, the share of applicants' lost requests decreased from 73% to 25% per month, and the share of served calls increased to 75%. told Olga Zherebyatyeva, chief analyst of the St. Petersburg Information and Analytical Center

During the project, we introduced the technology of natural speech processing based on the solution developed by BSS, and integrated the voice assistant with the automated information system (AIS) of the MPSC. Using automated integration services, the robot contacts the AIS and receives information from it at the request of the client. This allows the robot to tell the caller about the status of his appeal, make him an appointment or provide information about the work schedule of the MPSC departments. On some issues that do not require integration services, for example, on obtaining or replacing a passport, the voice assistant can advise on his own. To do this, the system provides ready-made dialogues and phrases that are tuned to certain questions of the caller. noted Natalia Zeitenidi, First Deputy General Director of BFT-Holding

For May 2022, the project continues to develop. Thus, the pre-appointment function is being prepared for commissioning. In May 2022, it is undergoing testing.

2021: Voice Assistant and Chatbot Implementation

On June 7, 2021, it became known that the MPSC of St. Petersburg automated the service of citizens' appeals using a voice robot and a chatbot. The solution is implemented by BSS as soon as possible. Such automation allows you to optimize the speed and quality of the MPSC, as well as the availability of public services by citizens.

As explained, already in the first weeks after the introduction, the robot consultant independently worked out about half of the calls, thereby reducing the load on operators by 50% on popular topics.

The system was created on the basis of the omnichannel dialogue platform Digital2Speech from BSS, which is included in the unified register of Russian software. The solution is installed in the internal contour of the organization, which completely eliminates data leakage.

Citizens can choose a convenient way for them to communicate - by voice or chat - and promptly, within a few seconds, get the necessary advice on popular services. The basis is the result of a study of the most popular state and municipal services of residents of the region. To implement the automated protocols of the voice assistant, integration with the automated information system of the multifunctional center (AIS MPSC) was carried out.

The consultant robot is the first to answer citizens' calls to the MPSC contact center, regardless of the time of day and the workload of operators. This optimizes the waiting time on the line during peak hours and increases the satisfaction of citizens when contacting the MPSC. The voice assistant informs citizens about the progress of the ordered service, provides reference information, makes outgoing calls to subscribers on issues of suspension or readiness of services. If not a typical question is asked or it is difficult to unambiguously determine the essence of the question, the robot transfers the call to the operator. The neural network on the basis of which the robot was created allows it to self-learn, expanding the list of topics and questions processed automatically. Intuitive tools embedded in the solution also make it possible to quickly change and create dialogue scenarios directly by contact center specialists.

The introduction of a consultant robot allows you to organize round-the-clock processing of incoming calls, reduce the burden on personnel and the cost of servicing a call, and minimize the loss of user calls during peak loads of the contact center. The tools speech analysts will allow you to constantly monitor and increase the efficiency of both the robot and the operators in order to continuously improve the client experience.

Satisfaction of citizens with the receipt of public services is one of the most important tasks of the MPSC. This means that services must be provided quickly, efficiently, in full. An important assistant in achieving this is artificial intelligence, in particular, a consultant robot. In addition, it facilitates the work of MPSC specialists, helps to unload operators, free them to solve more complex tasks. noted Stanislav Kazarin, Vice-Governor of St. Petersburg