A virtual assistant has been launched for the tasks of the Ministry of Social Policy of the Sverdlovsk Region

2023: Virtual Assistant Launch

On February 7, 2023, CraftTalk, the Ural macro-regional branch of PJSC Rostelecom and the state government agency for social services of the population "Organizational and Methodological Center for Social Assistance" (hereinafter - GKU SON SO "OMTSP") implemented a project in the interests of the Ministry of Social Policy of the Sverdlovsk Region to launch a virtual assistant for citizens eligible for social support measures.

Since 2011, the Unified Social Telephone has been operating on the basis of GKU SON SO OMTSP. On the basis of this hotline, citizens of the Sverdlovsk region are provided with social consultations.

In 2023, as part of the development of the functionality of the Unified Social Phone, a virtual assistant began to operate in test mode on the official website of the information system.

At this stage, the system is aimed at promptly obtaining information on social benefits and payments in the following categories:

• Citizens with disabilities (and their family members);
• Labor veterans of the Russian Federation;
• Labor veterans of the Sverdlovsk region;
• Citizens awarded the badge "Honorary Donor of Russia" or "Honorary Donor of the USSR";
• Citizens who were awarded the honorary title of the Sverdlovsk Region "Honorary Citizen of the Sverdlovsk Region";
• Citizens awarded the distinction of the Sverdlovsk region "For services to the Sverdlovsk region";
• Citizens awarded the distinction of the Sverdlovsk region "Council yes love."

The virtual assistant was created on the basis of the CraftTalk platform, integrated into the services of the "Unified Social Phone" and trained on the knowledge base and dialogues conducted by operators - specialists of the State Department of Sleep SO "OMTSP." Information on the requests of the population is provided with links to the websites of departments responsible for the appointment of benefits and payments.

"We are well aware of the increasing role of digital technology in the provision of information services to the population. That is why we decided to introduce the technology of a virtual assistant in the social sphere - commented on the project Semyon Avgustovich Belkin, director of GKU SON SO "OMTSP."

{{quote 'The project with the center was launched on the basis of the CraftTalk cloud platform according to the SaaS model, which significantly reduces the customer's CAPEX, as well as multiples the ability to instantly scale the project for new tasks, - said Maxim Borisevich, head of the product and presale group of the Yekaterinburg branch of Rostelecom.}}

The customer used our knowledge base module and chat bot, which successfully interfaces the work of the virtual assistant with the functionality of the "Unified Social Phone." I want to note that the statistics collected in the knowledge base allow you to harmoniously develop the project, connecting, if necessary, the new most popular topics of user requests, "said Denis Petukhov, CEO of CraftTalk, about the technical part of the project.