BSS took part in the launch of a virtual assistant in the FSSP of Russia

2023: Virtual Assistant Implementation

BSS, together with a partner (Inline Technologies LLC), introduced a virtual assistant in voice and text channels as part of a project to modernize the telephone service center (technical service centre) of the Federal Bailiff Service (FSSP) of Russia. The robot, named Polina, made it possible to make the services of the FSSP of Russia more accessible, and increased the quality and speed of service to citizens. This was announced on May 10, 2023 by BSS.

The voice robot receives incoming calls and identifies citizens by name, date of birth and region of registration. Next, the robot determines the subject of the request, processes it and provides publicly available information from the enforcement proceedings data bank. In particular, he can report on the presence of initiated enforcement proceedings, the amount of debt and the reason for its occurrence.

By automating the processing of voice calls by subscribers using speech recognition and synthesis technologies, the interaction of citizens with the technical service centre of system will become more accessible and efficient. As of May 2023, work is underway to build the processes of receiving and processing text messages from messenger users such as Telegram and VK Messenger by the bot, the FSSP of Russia notes.

The implemented solution includes a virtual assistant built on the basis of the omnichannel dialog platform Digital2Speech. This Russian development covers all tasks in the field of speech solutions, and the technologies used provide maximum recognition accuracy with minimal data for training. Created on the basis of Digital2Speech, virtual assistants reduce the load on the contact center through direct automation and allow you to transform the user path, improving the experience of new technologies and increasing the satisfaction of citizens.

Digital2Speech allows you to get a quick result and launch speech solutions in the shortest possible time. They help to form a new level of understanding of the user, to find out his needs, values, "pain." We pay special attention to ensuring the security of our own solutions and customer data. And in order to be one step ahead and always offer the most technologically advanced solutions, we actively study and analyze emerging innovations and implement them even before they become mainstream, - commented Yulia Vdovina, director of the client service digitalization product in BSS remote channels.