FIU organized a single contact center for interaction with citizens

2021: Contact Center for Social Support Measures for Citizens

On October 13, 2021, Rostelecom announced that, together with the Pension Fund of Russia (PFR), it had organized a single contact center for interaction with citizens, in which you can get information on all issues related to social support measures. To do this, you must call the phone or send a request to chat. The unified contact center is designed to automate citizens' appeals, provide remote services, optimize the quality of service and satisfaction of citizens.

FIU organized a single contact center for interaction with citizens

According to the company, the FIU contact center is a unified information system of social bloc departments, which also includes Social Security Fund RUSSIAN FEDERATION institutions physician of social expertise (ITU), Federal Service for Labor and Employment (Rostrud) and. Ministry of Labor and Social Protection of the Russian Federation It is planned to connect the social protection bodies of the constituent entities of the Russian Federation.

In October 2021, a single contact center was launched in ten pilot regions, in the future it is planned to scale throughout the country.

To implement a large-scale project, the information system of the contact center introduced components of a single dialogue platform, including voice and text bot and speech analytics. The project implemented more than 100 self-service scenarios. The bot processes more than 800 sessions (voice and text requests of clients) simultaneously. At the time of launch, 15% of citizens' appeals were automated, this figure is growing.

In the near future, it is planned to automate 30% of citizens' appeals, optimize the quality of service, add personal consultations, and implement an appointment. In the field of speech analytics, autoclassification and dynamic reporting based on created markers and scripts will develop.