MPSC Rostov Region introduces Smart IVR system based on Vocamate AI platform

2024: Smart IVR Implementation

The MPSC of the Rostov Region, which includes 55 units in different cities as of December 2024, has implemented the Smart IVR system based on the Vocamate AI platform in a single, centralized contact center. Prof IT announced this on December 26, 2024.

Up to 5 million requests from residents of the region are received and processed annually by the MFRKostovo region. Previously, each MPSC unit had its own telephone lines, and in order to apply for a service or information of interest, citizens had to call individual numbers of a specific unit.

As part of the course on digitalization and customer focus, the Don MPSC are actively introducing innovations and new digital services. Focusing on the needs of citizens, it was decided to create a telephone center for the MPSC region network, which would allow you to contact the desired unit using a single number without waiting on the line.

The introduction of this service required the construction of a single telephony for the MPSC of region and the development of an intelligent call routing system. To solve these problems, SOUTHERN SOFTWARE COMPANY and Prof IT merged their competencies. The centralization of telephony of all MPSC in the Rostov region to the telephone center was carried out by the "Southern Software Company." Routing calls based on artificial intelligence was built by Prof IT, which previously created a voice assistant for the MPSC of the city of Rostov-on-Don. The Smart IVR call routing system based on the Vocamate AI platform has been introduced into the work of the unified telephone center of the network MPSC of the Rostov Region.

A single contact center with smart call routing made it possible to significantly simplify interaction with the MPSC for residents of the Rostov region.

This system allows you to process all calls through a single access point. Applicants from all over the region contact a single short number 122, and the intelligent IVR distributes calls to the offices and divisions of the MPSC without the participation of operators. Smart IVR Vocamate AI with speech synthesis and recognition technology analyzes the subscriber's speech, determines which settlement he addresses and sends a call to the corresponding multifunctional center. This increases the convenience for citizens, eliminating the need to find the right phone and wait on the line, and helps the MPSC save time for employees and use labor resources rationally. In the first weeks of the service, more than 2.3 thousand requests from citizens were processed with successful routing of 98.5% of requests.

The centralization of telephony allows you to customize and scale the operation of the contact center to meet changing needs, and the construction of an IVR system opens up opportunities for the further development of automation scenarios in UMFC. In the future, it is possible to expand the functionality of the voice assistant, which will not only distribute calls, but also record appointments, check the status of cases and inform about the operating mode of the MPSC units

The creation of a single telephone center for the MPSC network of the Rostov Region is an important step towards improving the quality and availability of public services for the population of the Rostov Region. This system will become a reliable tool for improving the interaction of citizens with government agencies and will increase the efficiency of the MPSC.