"BFT-Holding" and BSS supplemented the voice assistant of the Ministry of Health of the Tula region with 16 new scenarios

2023: Adding 16 scenarios

BFT-Holding and BSS supplemented the voice assistant of the Ministry of Health of the Tula region with 16 additional scenarios. BSS announced this on March 27, 2023.

The developers additionally configured 11 incoming and 5 outgoing scripts. Now the total number of scenarios for automated consultations of the population has reached 30. The percentage of complete automation of the robot is 24%, which allows it to process over 14 thousand calls per day.

The voice assistant advises citizens on popular issues and independently processes from 6 to 9 thousand incoming and from 8 to 11 thousand outgoing calls. This allows you to remove routine work from operators and automatically respond to the most frequent requests, such as clarifying the operating mode of a medical institution, checking free slots or making an appointment with doctors.

As part of the modernization of the software solution, several additional integration and consulting scenarios were implemented. The experts conducted integration voice a robot with a regional information system (health care Tula region RIS TO), setting up an interface for managing the solution, as well as filling the system with the knowledge base necessary to respond to patient requests.

Now the speech assistant will be able to process requests to cancel the appointment, issue a call to the doctor at home and accept applications for callbacks on medical care. Thanks to integration with RIS, the robot independently contacts data sources and provides the necessary information to patients upon request.

Together with the expansion of capabilities for incoming requests, the voice robot is trained in outgoing calls. Now contact center Ministry of Health Tula the regions in an automated mode remind of the record, conducts surveys of patients undergoing outpatient treatment, and also calls the inhabitants of the region on a number of medical profiles, such as cardiology or hypertension. In addition, the system monitors the released slots that appear in the process of confirming an appointment with a doctor, and offers them to interested citizens. This helps the Ministry of Health and Maintenance to carefully monitor the quality of the provision of current services and make changes to the existing business processes population medical services, as well as increase the availability of services. As a result of the project, testing of the emerging functionality, demonstration and training of users, as well as putting the robot into trial operation were carried out.

The project to modernize the speech robot of the Ministry of Health of the Tula region was launched in order to reduce the waiting time for patients at times of peak loads, as well as to ensure round-the-clock processing of incoming calls. About 50 employees work on the call center lines every day. Expanding the functionality of the voice robot allows us to reduce labor costs for processing typical requests, as well as optimize operating costs for the call center by reducing call processing time. In just 3 months of operation, the updated voice assistant was able to independently process 353,786 calls. We plan that in the future this number will only grow, as well as the number of patients satisfied with the quality of service, - said Andrei Klimenov, head of the contact center of the Ministry of Health of the Tula region.

2022: Implementation of voice analytics in the contact center

On October 27, 2022, the company, BFT-Holding Russian a developer of software products and custom solutions public sectors for business, announced that it BSS had implemented a functionality with the company in. A contact center Ministry of Health of the Tula region speech analytics tool for analyzing dialogues robot with a subscriber ("Robot Subscriber") was added to the regional information system of the regional Ministry of Health. This will allow employees of the department to automatically assess the effectiveness of work, call center identify frequency and critical topics of citizens' appeals by number 122, as well as monitor, detect problems and optimize the process of serving patients.

According to the company, the voice analytics of the RIS of the Ministry of Health of the Tula Region allows you to transcribe 100% of incoming patient calls, conduct an in-depth analysis of all dialogues with users who are recorded to the doctor using a voice assistant, and also make operational changes to the operation of the contact center based on these data. The introduction of a voice robot dialogue analysis tool in speech analytics is the next stage in the development of the regional information system of the Ministry of Health of the Tula Region, aimed at optimizing the quality of patient care.

The updated functionality will allow you to more accurately process user requests, identify unproductive areas of communication and quickly eliminate them. This will give more people the opportunity to quickly sign up for the necessary services and more efficiently resolve their issues related to security health or getting medical help. The decision will also provide analysts of the Ministry of Health with a set of data for a versatile analysis of communication with patients.

When initially contacting a contact center, the patient may encounter a number of problems that may affect his satisfaction with the quality of service delivery. So, he can not always immediately get an answer to his question or take the necessary action by phone. In this case, the conversation with the user either ends or is transferred to another communication channel, which delays the recording time and increases the number of repeated calls. Also, the patient may face a long wait in the event of an unscheduled increase in the number of calls to the line or with insufficiently complete answers. All this leads to a negative reaction from citizens and reduces the speed of obtaining services.

Traditional methods for assessing the effectiveness of the contact center, designed to prevent such scenarios, involve a selective assessment of 1 to 3% of all dialogues received on the line. Manual processing of this data does not allow identifying the underlying causes of errors and eliminating them in time. Speech analytics tools introduced by the specialists of BFT-Holding and BSS in the regional health care system of the Tula region help to build a full cycle of process optimization based on the analysis of specific data.

With the help of technology, 100% of patient calls are recorded and shorthand, even if dozens of calls are received on the line at the same time. Service quality and efficiency metrics are automatically recorded without the participation of the supervisor, which optimizes the time spent on data analysis. Thus, calls with a negative reaction of citizens are automatically detected, which allows analytics in a mode close to real time to see and analyze each case.

Among the most used practices for working with speech analytics is periodic tracking of the frequency of topics of appeal. So, a request for an appointment with a doctor accounts for up to 88% of visits. Other practices include tracking repeated calls and identifying their causes, identifying unreasonable call switches, and automatically identifying conversations with negative emotions in a person's speech.

The Tula region became the first region that, as part of the support, received the "Robot Subscriber" functionality, which allows you to build work with specific calls instead of viewing selective data or all calls in a row. This will make it possible to reduce the time of employees of the Ministry of Health of the Tula region to analyze information and optimize the quality of services to patients in the region.

Records of conversations of citizens with the voice self-service system or with the contact center operator are automatically uploaded to the voice analytics system. For analysis, both the audio recordings themselves and their associated metadata are used, such as time, date of conversation, subscriber number, line waiting, switching between operators and other parameters.

The system itself translates speech into text, labels records and replicas in dialogues based on acoustic, lexical and other characteristics of the conversation based on understanding the natural language, after which all recordings of conversations become available for analysis on a specialized dashboard. Next, the analyst can filter the necessary data by marker sets, by matching a dialog script or other metadata, and upload the corresponding report. The information obtained will allow him to identify trajectories for further automation of frequency topics of calls, develop an action plan for adjusting scenarios for the work of voice assistants, as well as evaluate the implemented changes.

In terms of the operation of operators, voice analytics allows you to monitor and assess the quality of their work, compliance with procedures and instructions, as well as identify suitable practices for serving citizens by operators.

Voice analytics is a tool for detecting areas of service quality optimization, the main value of which is to quickly analyze all incoming calls both on the Robot Subscriber route and on the Operator Subscriber route. The tool allows you to solve emerging problems and optimize business processes not only within the contact center, but also at the level of the entire organization. told Natalia Zeitenidi, First Deputy General Director of BFT-Holding

BFT-Holding, together with its partners, will continue the project to develop the regional health care system of the Tula region and further optimize the functionality of speech analytics.