CST: Virtual Voice Assistant to Optimize Service 122

The main articles are:

• Speech technology: On the path from recognition to understanding
• Speech Recognition (Technology, Market)
• Call Center: Purpose, Types, and Tasks
• RPA (Robotic process automation)
• Virtual Assistants (Global Market)
• Voice Assistants (Robotic Operators)

2022: "122" Virtual Voice Assistant View

On June 1, 2022, the CST Group of Companies announced the creation of a comprehensive integrated solution - a virtual voice assistant to optimize the unified regional information and reference service "122."

Development based on artificial intelligence allows you to reduce the load on registrars, contact centers, reduce waiting on the line, meet the need of residents for an affordable, simple and friendly city service.

"The decisions of the CST group have proven their effectiveness in large business, telecom banks and throughout. to the country Textual voice robots and demonstrate a level of automation of more than 80% and a high rating of users. These results, more than 5,000 implemented AI projects around the world, as well as the experience of the CST in the field health care and recognition in the world technological benchmarks, make it possible to transfer and scale the accumulated expertise to the projects being implemented - for complex. digitalization of the healthcare sector Developing state services, it is important to choose proven solutions - realistic, "" that speech synthesis robotintelligence allows you to understand non-linear, complex requests, "- says Dmitry Dyrmovsky, CEO of the CST group of companies.

Virtual voice assistant for optimizing the 122 service - creating and using:

• The solution is based on speech recognition models adapted for medical terminology, which allows you to correctly recognize specific terms and expressions. Such models are the result of decades of work of the CST group in the field of health care. The robot can help arrange a doctor's call at home, book a vaccination and doctor's appointment, get information about the readiness of laboratory tests, register complaints or advise on other issues of receiving medical care.
• The peculiarity of the solution is that all technologies and products in the voice robot are created in R&D the CST center: products using, NLU their own engines for to recognition speech synthesis. In-house development provides product development and support. Customers will be able to meet all needs within a single environment not only at the time of the start of the project, but also in the future. The platform that underlies the robot (included in) Register of Domestic Software allows you to use not only voice, but also text communication channels without worrying about component compatibility.
• The service can be deployed Cloud in or On-prem - to the servers customer, which is relevant due to the high requirements for. safety infrastructures The CST have already implemented a ready-made integration voice robot with a number (), medical information systems which MIES will greatly simplify and speed up the implementation process. From the virtual assistant phrase "I need to sign up for a therapist, Sergeyeva, on Sadovaya Street. I want to sign up on Thursday, in the first half, in the morning, "the robot will determine the patient's intention and extract the request parameters - the specialization and last name of the doctor, address, date and policlinics records. time If the patient reports incomplete, the robot data will be able to compare them with information in the medical information system, find the desired doctor and clinic at the intersection of data.
• The robot can provide a fairly lively and natural dialogue, is able to recognize spontaneous natural speech, correctly qualifies the noise in the tube, voices in the background, reacting only to the remarks of the priority speaker - the patient. The assistant recognizes the speech, analyzes it, and "interrupts" only in the case of a target question, communicates taking into account the context and can change the context at any time of the conversation.
• The virtual assistant works not only on incoming requests, but also on outgoing ones. This allows you to automate reminders about the appointment, cancel the appointment, invite to vaccination and medical examination, monitor the condition of patients who require observation.

Over the past three years, the CST group has implemented more than 280 projects to digitalize state and municipal institutions in 85 constituent entities of the country.