Guarantor Service: My Assistant Virtual Assistant

The main articles are:

• Chatbots (Chat-bot) Virtual interlocutors
• Virtual Assistants
• Speech Recognition (Technology, Market)
• Speech technology: On the path from recognition to understanding

"My Assistant" is a comprehensive solution designed to automatically inform applicants using a chatbot who have contacted the organization through various online resources. It allows the client to make a physical appointment in a convenient dialog format, check the status of existing coupons, get an answer to a question from a pre-formed knowledge base, and send feedback.

2024: Inclusion in the register of domestic software

The virtual assistant from Garant-Service for interaction with applicants of contact centers was included in the register of domestic software. The developer announced this on December 12, 2024.

The software product "My Assistant" was developed by GARANT-SERVICE specialists based on the company's extensive experience in the field of automation. MPSC This is omnicanal a tool for interaction with applicants, which with the help chat boat automates the first-line processes of any electronic reception: consulting on typical issues, recording for a face-to-face appointment, checking the status of the application, assessing the visit to the organization. Inclusion of the product in the register domestic software Ministry of Digital Development is confirmation of its reliability, potential for development and trust of users.

The collection of feedback and user service is carried out by organizations from various fields: from the MPSC and the reception of the governor to insurance companies and retail chains. The important principles of their activity are client-centric and omnichannel. This means that the main goal of the service division is to provide the client with the highest quality service, regardless of the communication channel through which he contacted: be it a web form on the site, a message in a messenger or a social network. Relevant functional modules are supplemented by both MPSC automation systems and other industry solutions.

For December 2024, to perform these functions, the chat bot "My Assistant" can be integrated in the social messenger Telegram network "" Vkontakte or work in the built-in window mode on the official web portal of the organization. It is available to external users from both stationary and mobile devices.

In turn, the system administrator can create personal conversations with applicants and the corresponding buttons of the chatbot, associate it with related services (for example, with the queue management system to ensure the preliminary recording of applicants), fill and edit the knowledge base, collect statistics and generate reports on the number of received requests for a certain period.

The solution itself and its knowledge base are deployed locally server in the organization's contour, thereby ensuring reliable and uninterrupted service operation. To manage the solution, an administrative panel has been created that supports the single input function. information virtual It is quite easy to configure an assistant in it and customize the knowledge base for specific needs, even without having special skills in. programming

Thus, "My Assistant" increases the quality of service for applicants, ensuring the same information availability for all consumers of services, reduces the load on the contact center, minimizes the number of "lost" calls. According to the statistics of the GARANT-SERVICE company, based on the data of the solution's customers, automation of these processes allows you to reduce the burden on the organization's budget by an average of 3.5 million rubles. per year.

The software product "My Assistant" was developed with an emphasis on application in the MPSC. As of December 2024, it is compatible with various systems used in the activities of multifunctional centers: AIS MPSC, IAS ICSU, queue management systems and others. The developer plans to expand the integration capabilities of the solution and the range of its application, as well as to supplement the robotization platform with artificial intelligence technologies.

Our organization has been working in the MPSC automation market for many years. We not only accompany the relevant software, but also try to track the latest trends in this area. Therefore, the main competitive quality of the My Assistant product is our expertise and deep understanding of internal customer service processes. Our virtual assistant, in fact, is an aggregator of all communication channels with the applicant: social networks, instant messengers, official websites of organizations - with a single entry point, unified administration and unified statistics across all channels. It can be used in absolutely any industry in which interaction with applicants or customers is provided. Inclusion in the register of domestic software is another proof of its maturity and reliability, - said Vasily Sokolovsky, director of GARANT-SERVICE LLC.