iTeco SmartSel

SmartSel is an intelligent system for automatic classification and routing of the entering unstructured information.

2019

Submission of the chat-bot based on SmartSel

On September 30, 2019 the AiTeco company submitted the chat-bot based on artificial intelligence which solves problems of business process automation for the companies and optimization of scenarios of communication with 24/7 clients. Specialists of AiTeco created the flexible tool for automation of routine processes with a scaling option and development of functionality under requirements of the specific company.

According to the developer, the solution is intended for contact centers, service companies, services of sales. Using the chat-bot it is possible to issue the order of goods or service, to leave the service request, to obtain the interesting information. According to the complex scenario the chat-bot can collect primary data of the client and then transfer it to the operator. Its implementation in internal communications will allow the companies to increase the speed and efficiency of corporate business processes.

The chat-bot is implemented based on development of AiTeco company in the field of artificial intelligence – the solution SmartSel.

Features of the chat-bot SmartSel mentioned by the developer:

• It can be used as an independent product and to be integrated into difficult complex scenarios of processing of incoming messages. Integration with external services makes available text messaging in usual to the user the interface, for example, in the corporate messenger.
• Communication happens in a natural language, usual for the user. The chat-bot uses the linguistic module SmartSel capable to take different information objects from the text: Full name, time, toponyms and others.
• Considers a context and it is capable to answer a question, proceeding from the history of dialog. If the text of the address already contains necessary data, then the bot will not request in addition them from the user.
• Can interact with the user in Russian and in other European languages.
• Processes voice requests together with modules of recognition and speech synthesis of leading manufacturers. In call centers it will allow to automate the first line: generate answers to standard addresses or route a call on the responsible.
• As the answer to a question a system can return not only phrases, but also documents, images and links. The chat-bot is capable to interact with corporate information systems within the set scenario.

"Using the chat-bot in the automatic mode it is possible to process at least a half of addresses. It is fair for financial institutions, e-commerce, service companies. And a system is ready to communicate with the presents and 24/7 potential clients, it has no bad mood, recession of motivation or attempts to sabotage the set regulations. The chat-bot SmartSel can be used both in commercial, and in public sector, redistributing loading between technology and the person and leaving the last difficult and significant tasks", notedIlya Kalagin, the head of the Center of cognitive technologies of AiTeco

Inclusion in the Unified register of domestic software

The solution in the field of artificial intelligence of SmartSel developed by the Center of cognitive technologies of AiTeco underwent testing of expert advice and is registered according to the Order of the Ministry of Telecom and Mass Communications of the Russian Federation of 6/18/2019 No. 335 as the linguistic software. On July 4, 2019 reported about it in AiTeco company. This solution allows to distribute automatically unstructured entering information to the necessary addressees or in the taken-away storage location in the company.

Inclusion in the Unified register of domestic software will allow the state organizations to implement without any limit the solution of SmartSel for work automation, including to automate processing of citizens' appeals.

In an intelligent system of SmartSel the advanced achievements in the field of NLP (Natural language processing, natural languag processing), machine and deep learning are used. With their help SmartSel processes contents of the arrived message, classifies and builds for it an optimal route in the organization, sending an inquiry to the responsible person or distributing in the ordered storage location.

SmartSel is applied both in commercial, and in state sectors to automation of processing of incoming messages: requests of clients, letters, citizens' appeals.

The practical importance of the solution is that, first, it allows to refuse manual classification, to lower costs, to increase the speed of preparation of the answer and to reduce quantity of errors of distribution. Important feature of the platform is the possibility of calculation of a threshold of confidence of qualifiers that allows to use SmartSel in situations when it is necessary to provide given accuracy.

Secondly, a system can be integrated with modules of recognition and speech synthesis of the leading domestic and foreign manufacturers and to be applied to hands-off processing of voice addresses and requests. SmartSel serves in call centers and support services for readdressing of calls, information support of operators using expert systems and the solution of other tasks. The intelligent system is capable to generate automatic answer for typical requests.

Thirdly, wide functionality allows to develop the scenario of use SmartSel for the organizations of different scale and industry accessory. In this system, as well as in other products of the Center of cognitive technologies of AiTeco, the linguistic module created by specialists of the Center is used.

Inclusion of SmartSel in the Unified register of domestic software allows to use the solution without restrictions in federal and regional authorities, local government authorities, state companies for hands-off processing of citizens' appeals and employees. As practice of implementations shows, it helps to increase significantly quality of the state services and satisfaction of users with their work. Improvement of interaction of citizens and the organizations — that sphere where implementation of artificial intelligence already brings obvious benefits and saves budgetary funds. There is a wish to note that the solution is capable to compete with world analogs — the head of the Center of cognitive technologies of AiTeco Ilya Kalagin noted.