Unified Dispatch Center of Moscow (EDC)

The main articles are:

• Speech Recognition (Technology, Market)
• Speech technology: On the path from recognition to understanding
• Call Center: Purpose, Types, and Tasks

2022: Processing more than 2.5 million calls

Over two years, the voice assistant of the hotline of the unified dispatch center has processed more than 2.5 million calls from Muscovites. The robot notifies the townspeople about the beginning of the heating season, draws up applications for the maintenance of residential buildings, as well as to call the master if a resident reported problems in the apartment. In total, since the beginning of 2022, the voice assistant has formed almost 500 thousand applications. DIT of Moscow announced this on October 20, 2022.

Most often, residents turn to the EDC line on heating and cleaning, lighting at the entrance, repairing elevators, plumbing in apartments.

Voice assistant is not a replacement for a call center operator, but a tool that allows specialists to work even faster and more efficiently with citizens' questions. In 2022, the number of applications registered by a robot without involving an operator increased by 65% compared to the same period in 2021. As of October 2022, the robot receives a third of all calls to it. Thanks to continuous self-study and the addition of new topics, the voice assistant helps specialists to work even more accurately with appeals, and quickly solve everyday issues of Muscovites, - said the head of the citywide contact center Andrei Savitsky.

In 2022, 32 additional topics became available to the voice assistant of the EDC. For example, now the robot is able to draw up applications if they turn in the event of a blockage of the sink or toilet, malfunctions in the operation of the garbage chute, malfunctions of the elevator or the entrance door of the entrance, and even if it is necessary to repair the door of the electrical board. The robot's knowledge base is constantly being replenished.

To contact the EDC hotline and report any malfunction, just dial the phone number. A free operator or voice assistant will answer a person. In the second case, the resident will need to give the address of his house and convey the essence of the question: the robot quickly recognizes the topic of the appeal and automatically forms an application for transferring it to the relevant service of the city.

The digital knowledge base of the voice assistant contains more than 100 different topics for October 2022. For example, a resident can report the absence of hot or cold water, a weak head in the water supply system. The robot will come to the rescue if there are malfunctions in the plumbing or power outages. In all these cases, the voice assistant will make an application for calling the master, after which she will immediately go to the management company or to the specialized services of the city. Residents can contact the EDC line even if you need to fix the intercom or garbage chute, repair the steps of the porch or front door and even perform minor repairs at the entrance. Messages about unauthorized ads, drawings or inscriptions on the walls of a house or elevator are also accepted.

According to statistics, more than 80% of applications submitted to a single dispatch center are processed on the day of appeal. For each type of request, the deadlines for their execution are also set. For example, to fix faulty lighting in the entrance, 12 hours are allocated, and to free a person who is stuck in the elevator, 30 minutes are given from the moment the application is received.

A single dispatch center works around the clock. You can also leave a request in the EDC using the wizard call service on the mos.ru portal and in the Electronic Home application. Owners of a full account can use the service.