In the MPSC of the Voronezh region, 30% of requests are independently served by the robot Anastasia

2022: Summing up the results of the introduction of Anastasia's robot

MPSC Voronezh region In 30% of requests, Anastasia's robot, created on the basis of the solution, is independently served by the company, BSS which announced this on June 23, 2022.

The dialogue robot Anastasia helps residents of the Voronezh region make an appointment, consult on the receipt, replacement and loss of documents or registration at the place of residence, find out information about the work schedule of departments, check the status of their appeal to the MPSC. The most popular appeals to Anastasia's robot were the registration and replacement of SNILS, obtaining a certificate of no criminal record and replacing a driver's license.

Anastasia can answer some of the questions, in particular, about registration at the place of residence, about the initial receipt of a passport or its replacement, on her own. During the dialogue, based on previously configured scenarios, the virtual assistant asks clarifying questions and provides the client with the necessary information.

For a number of topics, the robot can respond by referring to additional external or internal sources, for example, information systems and services as part of the MPSC IT architecture. Having received the necessary data in the automated information system of the MPSC (AIS MPSC), Anastasia can tell the client about the status of his request, make an appointment and provide information on the work schedule of the departments.

The project helps residents of the region to wait less for an answer, increases satisfaction with the quality of service, and at the same time reduces the burden on contact center operators. This system made it possible to automate the process of providing customers with information about receiving state and municipal services. Now residents of the Voronezh region, calling the MPSC, can get advice using the automated interactive voice menu (IVR). This significantly reduces the load on the contact center: the robot works for 20 people, - said the head of the digital development department of the Voronezh region Denis Volkov.

As a result of the introduction of the system, we automated the processing of typical requests, minimized the loss of applicants' requests at times of peak loads and ensured round-the-clock processing of incoming calls. The solution also has the ability to scale and allows you to connect all the necessary departments to the regional contact center. This approach makes it possible to continuously develop the system, complementing it with different service scenarios for other areas, for example, there are ready-to-implement scenarios for healthcare and housing and communal services. The implemented system meets all safety requirements and is included in the unified Register of domestic software, - said Natalya Zeitenidi, First Deputy General Director of BFT-Holding.

The virtual assistant at the MPSC of the Voronezh Region is implemented on the basis of the omnichannel dialogue platform Digital2Speech the BSS company, which is a Russian development and relevant, taking into account the trend towards import independence. This solution is optimal for digital service transformation. It helps to transform the client path by promoting self-service, building intuitive business processes, and identifying customer needs. The comprehensive approach that BSS uses makes it possible to guarantee not only the introduction of the latest technologies, but also to apply the best world practices in automating routine operations and typical appeals of citizens.

We offer a complete technology stack of seamlessly integrated products, covering all customer needs in the field of speech technologies using AI and ML, "said Vitaly Pateshman, BSS Sales Director.