AI from CraftTalk helps the MPSC of the Nizhny Novgorod Region to solve the issues of residents

2024: Launch of a virtual AI assistant

CraftTalk and the Multifunctional Center (MPSC) for the Provision of State and Municipal Services of the Nizhny Novgorod Region "My Documents" implemented a project to launch a virtual AI assistant to facilitate integrated interaction with citizens. CraftTalk announced this on December 4, 2024.

As part of working with residents on the basis of the MPSC of the region, there is a single service center for applicants. Citizens can communicate with employees of the contact center on any issue of providing state and municipal services through several channels - a hotline phone, a web chat on the MPSC portal, on the official VKontakte page and the MPSC TG channel and by email. For the convenience of citizens, a virtual assistant was launched in all digital channels of the MPSC, which helps the operators of the institution to quickly answer the most common questions of residents.

The virtual assistant was created on the basis of the CraftTalk platform, integrated into the services of the MPSC of the Nizhny Novgorod region and trained on the knowledge base and dialogues conducted by operators - contact center specialists. Information on the requests of the population is provided with links to the website of public services and departments providing the service of interest. Artificial intelligence technologies built into the operator's workplace analyze the request on the internal knowledge base of the MPSC and form options for operators to answer the question. This mechanism of work allows contact center specialists to respond to calls faster.

According to our statistics, more than 30% of requests from residents of the region are received via digital channels and this trend is constantly growing. It is easier and more convenient for more and more people to ask a question in a chat and quickly get an answer in 24x7 mode. We see that more than 60% of these requests relate to general information - work schedule, clarifications on documents necessary to receive a particular service, etc. All these requests, thanks to training on our knowledge base, are already successfully processed by an AI assistant, - commented on the project Svetlana Musarskaya, director of the State Budgetary Institution NO "Authorized by the MPSC to provide state and municipal services in the Nizhny Novgorod region."

The customer used our knowledge base module and chat bot, which successfully interfaces the work of the virtual assistant with the functionality of the contact center of the MPSC of the Nizhny Novgorod Region. 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. Also, due to the work of the virtual assistant, the load on operators is significantly reduced. This allows you to reduce the emotional load and free up the time of specialists to solve difficult issues of citizens, - said Denis Petukhov, General Director of CraftTalk, about the technical part of the project.