DIT of Moscow was started by "pilot" with "Yandex" on optimization of the virtual operator of City contact center

2019: "Pilot" on optimization of the virtual operator of City contact center

29 August, 2019 the Moscow Department of Information Technology announced start of a pilot project with Yandex company. Cloud. Joint advanced developments helped to improve the virtual operator of City contact center who rings round Muscovites and controls execution of requests for lines of the Uniform dispatching center.

The virtual operator contacts inhabitants who addressed to the Uniform dispatching center earlier, and specifies whether works on their request are qualitatively carried out. For August, 2019 on the virtual operator using Yandex technology. The cloud is necessary 50% of outgoing call-down.

Moskvich are already familiar with the virtual operator of our contact center. We continue to improve this technology, and during a pilot project we apply developments of Yandex,

Use of synthesis and speech recognition saves time of employees, allows to switch them from routine and emotionally difficult transactions to other work. At the same time the quality of work with a feedback thanks to such cooperation grew, commented Koverznev Oleg, Director of business development Yandex.cloud

Since launch of a pilot project the robot rang round more than 100 thousand people. Statistics showed that during this time the efficiency of the virtual operator grew: the number of citizens who finished dialog with it increased by 12%.

The joint project helps us to improve technologies of synthesis and speech recognition. Besides, it allows to estimate in practice as users react to men's and female voices of the virtual operator. Some researches claim that users react to a male voice better, noted Andrey Savitsky