RT MIS: Voice assistant 122

Main articles:

• Speech technology: from recognition to understanding
• Call Center - Purpose, Types and Tasks
• RPA (Robotic process automation)
• Smart speakers Voice assistants (global market)
• Smart speakers Voice assistants (Russian market)

2021: Launch in seven pilot regions

The Voice Assistant 122 service was launched by RT MIS in seven pilot regions. This was announced on July 2, 2021 by Rostelecom.

The service for July 2021 was launched and receives calls from the population in the, Astrakhan,, Irkutsk, and Kurgan, Moscow Nizhny Novgorod Penza region Republics, and. Bashkortostan Dagestan Karelia Implementation of the solution is being worked out in several more regions. RT Russia MIES provides services integration and systems, which medical IT means that all voice requests issued by the assistant are automatically saved in the electronic medical record of the patient and become a task for specialists in the medical institution.

The voice assistant uses artificial intelligence technologies to communicate with the patient, freeing specialists from regional contact centers of service 122 (deployed to work in the conditions of the COVID-19 pandemic). The robot helps to arrange a doctor's call to the house, record for vaccination and appointment with a doctor, makes outgoing calls, inviting for vaccination, medical examination and informs on other issues related to health protection.

A technology platform using artificial intelligence for the project was provided by Neuro.net, Fromtek developed scenarios and logic for conducting digital voice assistant dialogues.

We ensure the integration of the voice assistant and our medical information system, ETSP.MIS as well as other regional medical information systems. For example, Moscow region they teamed up with a regional solution, deployed the system in October 2020 for the prompt unloading of contact center operators. In the first six months, the voice assistant processed more than 1.5 million calls. The decision proved its effectiveness: the robot unloaded the contact center by Moscow area 40%, taking up to 4 thousand calls every day instead of operators. As practice has shown, in the current epidemiological situation and the high workload of contact centers, voice technologies with artificial intelligence have become a real tool to reduce social tension, "said Sergey Metelev, Director General of the RT MIS.

Co-founder and operating director of the company Neuro.net Alexander Kuznetsov added that technology based on the neural network can conduct complex conversations. The voice assistant recreates emotions and intonations of ordinary everyday speech, understands the conversational momentum. He learns from the history of dialogue, withstands the logic of building answers, and most importantly, with each conversation he becomes better, thanks to machine learning technology. Only 1% of interlocutors understand that they are communicating with the robot.

The voice assistant works around the clock seven days a week, making recordings on weekends. The robot unloads the most problematic time gaps in the work of the contact center - Mondays and morning hours: from 8 to 10. The service is deployed in five days without additional costs for the maintenance and training of operators. The main advantage of the technology is that it allows you to scale virtual operators in any number in 15 minutes. From the point of view of cost efficiency, the cost of a minute of voice assistant conversation is several times cheaper than the cost of a minute of conversation with the operator.