In the MPSC of the Moscow region, a virtual assistant from BSS began to advise

2022: Virtual Assistant Implementation

The telephone appeals of citizens to the centers "My Documents" (MPSC) of the Moscow Region are now answered by a virtual assistant developed by BSS, which announced this on December 29, 2022. The voice assistant receives incoming calls around the clock and without delay and promptly helps with requests: advises citizens in detail, records them for an appointment.

Voice assistants are an opportunity to quickly get the information you need. So that residents do not wait for the operator's response, but receive advice on the most popular issues in a few seconds, we launched an assistant to the MPSC, "said Nadezhda Kurtyanik, Minister of State Administration, Information Technologies and Communications of the Moscow Region.

The voice assistant works around the clock without days off and breaks and helps on the most popular topics of citizens. In addition to providing information on services and state duties, he can make an appointment with the MPSC or cancel a previously created record. The robot is also ready to check the status of the application and clarify information on the work schedule of the centers.

The virtual assistant is designed and implemented by BSS. It is implemented on the basis of the omnichannel dialogue platform Digital2Speech. It is based on a full technological stack of domestic development, which makes it possible not to depend on foreign software. The platform allows you to deploy not only a virtual assistant in voice and text channels, but also voice analytics, voice biometrics, automated outgoing calling.

Voice assistant in multifunctional centers of the Moscow region brings communications with citizens to a different qualitative level, significantly increasing the speed and volume of interaction in digital form, improving the client path. The experience of implementing virtual assistants in the public sector in more than 30 regions of Russia allows us to achieve a quick effect from the introduction and high quality of request recognition and dialogue management by a robot. All this increases the satisfaction of the MPSC citizens with the quality of the provision of public services and, in general, the work of the My Documents centers, "said Yulia Vdovina, director of the digitalization product for client service in BSS remote channels.