Virtual assistants of line 122 from BSS serve more than 22 million citizens in 18 regions of the Russian Federation

2024: Service to 22 million citizens

Virtual assistants of line 122 from BSS serve more than 22 million citizens in 18 regions of the Russian Federation. BSS announced this on September 18, 2024.

Robots help residents to make an appointment with a doctor or call him at home, postpone or cancel the appointment, remind them of undergoing planned treatment or vaccination, recommend medical examination - several dozen topics and service scenarios. At the same time, the average level of automation of calls is 60%.

The average level of automation is 60% - these are calls independently processed by the robot, without the help of line 122 specialists. The level of automation continues to grow due to the refinement of scenarios, updating models and, in general, increasing the maturity of the technologies used based on artificial intelligence. Automation also increases due to the no-code approach - a tool for the independent development of virtual assistants without the involvement of external developers.

In 2023 alone, patient care on line 122 is automated in 8 regions. The developer of the intelligent dialogue platform Digital2Speech , BSS, has introduced voice assistants in the projects of the companies "" Rostelecom(in,, Omsk Vladimir Bashkiria, and) Ryazan and (Ivanovo in, and). BFT-Holding Murmansk Voronezh Kursk

Citizens of these subjects can call a doctor at home or make an appointment with a specialist using a robot at any time without waiting for an operator's response. In some regions, the functionality of voice assistants has been expanded to include an appointment with a specific doctor, for medical examination or vaccination, informing about the work schedule of medical institutions. And robots can independently call patients to clarify their state of health, such as an assistant in the Voronezh region.

In just a few years, we have introduced medical voice assistants in 18 regions and can confidently talk about one of the best expertise on the market in the automation of patient care on health care and medical care. The accumulated experience allows you to launch robots quickly and efficiently. For example, for Nizhny Novgorod, in the midst of a pandemic, we introduced a voice assistant in just 48 hours, and from the first day he simultaneously processed 300 calls and issued more than 10 thousand passes daily - commented Alexander Krushinsky, director of the voice digital technologies department at BSS.

Rostelecom's partnership with BSS is aimed at fulfilling the most important task of ensuring the functioning of socially significant hotlines with 100% dialing and reducing the waiting time on the line. In the regions of implementation of automation projects 122, we note a decrease in the share of missed calls to 1% and a reduction in waiting time on the line to 1 sec.A wide range of Rostelecom solutions uses the entire range of modern technologies, including AI, which allows corporate and state customers to increase the efficiency of services and optimize costs - commented the director of projects of PJSC Rostelecom Svetlana Kobzar.