1.5 million appeals of citizens were processed by a voice assistant in medical institutions of Bashkortostan

2024: Processing 1.5 million calls by voice assistant

1.5 million requests from citizens were processed by a voice assistant to medical institutions in Bashkortostan. BSS announced this on April 23, 2024.

Voice assistant in the contact center of the Ministry of Health of the Republic of Bashkortostan - a joint development of Rostelecom and BSS.

During the period of seasonal diseases, the digital service helped reduce the burden on operators, accelerated work with requests and improved interaction with patients.

Statistics show that the robot responds to requests faster than the operator, it needs much less time to search for information, and it can simultaneously process up to 100 requests. As a result, the duration of the call is reduced by 15-20%, - commented Yulia Aksenova, director of work with corporate and state segments of Rostelecom in Bashkortostan.

The voice assistant works daily from 7:30 to 20:00. With its help, clients medical of the republic's institutions make an appointment with doctors. In the future, opportunities robot will be expanded: he will be able to call a doctor at home, inform about the cancellation or postponement of the visit to, policlinic provide information about the cost of paid medical services, and file a complaint about the provision of medical care.

In the future, the robot will take on a significant part of the calls and help unload contact center operators and registrars in clinics. The plans are to bring the number of calls using a voice assistant to 30%, - said Askar Murtazin, deputy director for informatization of the Medical Information and Analytical Center of the Ministry of Health of the Republic of Bashkortostan.

The use of a voice assistant in medical institutions is one of the most current practices in the use of speech technologies. For citizens, this is an opportunity to quickly resolve their issues without unnecessary hassle. For medical institutions, this is optimization and acceleration of work with citizens' appeals, reducing negativity and increasing patient loyalty. Many projects for the introduction of speech solutions are associated with Rostelecom and we are always convinced of the professionalism and expertise of our partner. We are grateful to the Republic of Bashkortostan for choosing a solution and are confident that our voice assistant will significantly increase the efficiency of the 122 line, "said Yuri Ledakov, head of the development of voice products and intelligent self-service services at BSS.

Voice robots are already used in contact centers in Kurgan, Irkutsk, Omsk, Yekaterinburg, Kursk, Rostov-on-Don, Arkhangelsk and other cities. The service is actively used in such areas as power, state and municipal services, banking services, retail, transport, medicine. The digital solution integrates with the virtual PBX, which allows Rostelecom customers to configure statistics on the activities of each contact center operator and assess the effectiveness of their work.