Moscow Virtual Assistant

The main articles are:

• Virtual Assistants
• Speech Recognition (Technology, Market)
• Speech technology: On the path from recognition to understanding

2024: Voice Assistant Testing

The Metropolitan Department of Information Technology began testing an artificial intelligence voice assistant in a portal support chat mos.ru. The virtual assistant "Moscow," whose name residents chose in the project "Active Citizen" for July 2024, is already available to the first 15 thousand active users of the portal. DIT announced this on July 1, 2024.

In addition, a new welcome menu is available to users in the updated chat interface, which will help you find new information faster. It consists of four blocks: a catalog of portal services, a knowledge base in which you can independently find the necessary information, a block of public services centers for searching for services and quick recording, as well as a block about a Muscovite map in which you can find out everything about its receipt and capabilities.

The current upgrade is the first stage of a large-scale update of the mos.ru support chat, as a result of which it will become even more convenient and useful for millions of portal users. Already in July 2024, the updated version is available to 15 thousand portal users. Its key features are the welcome menu, which will help you quickly understand the capabilities of chat, as well as the function of not only text, but also voice input of messages. This can be convenient if a person wants to resolve the issue "on the go" without breaking off to type, or if the request is long to print. To work with voice requests in the new version of the chat, the virtual assistant "Moscow" works in test mode. He already knows how to advise on the work of the portal mos.ru. In the future, a new voice assistant will be able to help Muscovites solve other problems, - said Boris Frolov, deputy head of the Moscow Department of Information Technologies.

This voice assistant "Moscow" is built on the basis of virtual assistant mobile application My Moscow"," while it uses more modern models, and machine learning its technical architecture allows developers to connect additional modules and knowledge bases. Thanks to this, the voice assistant will be able to respond even faster and more accurately to the requests of citizens. In addition, he had his own voice: he was voiced by actress Valentina Abramova.

A distinctive feature of the virtual assistant is the search system, built on the basis of the large language model (LLM). It allows Moskva to provide the information that the user requests most accurately and quickly. The system analyzes the content of about seven thousand materials in the knowledge base and searches the context for the most suitable article. In addition, the system allows you to search for answers to more abstract questions. For example, the request may be: "I booked a visit to the city pool, but now I understand that I will not be able to go. How do I cancel my reservation? I can't figure it out.' In response, the voice assistant will offer four of the most appropriate articles, including how to cancel your reservation yourself, as well as how to get into the pool if the reservation is canceled. If the city dweller needs additional information that the virtual assistant will not be able to provide, then the conversation will be switched to the operator.

Anyone can contact the support chat mos.ru. Just click on the blue icon in the lower right corner of the screen. In addition, in the main menu of the portal, the user can go to the "Help" section. It contains all the methods of feedback with the city: here you can find the most popular instructions, contacts of the Moscow Government and technical support of the portal and much more.

More than 420 electronic services and services are available on the mos.ru portal. They simplify the interaction of citizens with various departments, registration or submission of documents, payment of bills. In addition, the portal has useful instructions and feedback tools with the city, current news and thematic special projects. Since the introduction of the first electronic services in 2011, the number of calls to them has already exceeded 4 billion times, and the total number of accounts on the portal has reached 15.9 million.

The use of digital technologies and artificial intelligence to improve the quality of life of citizens corresponds to the tasks of the national program "Digital Economy of Russia" and the regional project of the city of Moscow "Digital Public Administration."