Residents of the Tula region can be recorded through a voice robot to a specific doctor

2023: Implementation of voice assistant on line 122

The introduction voice assistant on line 122 Tula region in made it possible to achieve complete automation of almost 45% of citizens' appeals, as well as to implement new services, including the ability to make an appointment with a specific doctor. This was BFT-Holding announced on August 23, 2023.

Over the past two years, voice assistants have begun to serve citizens' appeals on the lines of the MPSC of the Tula Region, the regional Ministry of Health, the Ministry of Labor and Social Protection, the regional Employment Center.

The goal of the project was to ensure the maximum possible percentage of complete automation of subscribers' calls on line 122. With the help of a voice robot, the most popular services are automated: making an appointment with a doctor and canceling an appointment, calling a doctor at home, outgoing calls, for example, confirmation of an appointment. The solution is based on an intelligent dialog platform Digital2Speech.

The project was implemented in two stages. At the first stage, they analyzed the processes on line 122, developed scenarios for the operation of the voice assistant, configured, tested and launched in normal mode. In the second stage, attention was paid to the development of the voice assistant, reducing errors, improving the accuracy and correctness of answers and, ultimately, increasing the share of complete automation, which has already reached almost 45%.

Thanks to the proactive position of the Ministry of health care Tula the region and the implementation team, it was possible to implement special things. For example, an appointment with a specific doctor.

During the project, it became clear that for 40% of subscribers, the key factor is an appointment with a certain doctor whom they trust, or who knows their medical history. To implement this possibility, the voice robot scenarios have been improved, additional modules have been connected and integration with the customer database has been configured. As a result, citizens were able not only to quickly, easily and at any time of the day to make an appointment with the doctor of the required specialization, but also to get to a personally selected specialist.

A number of modifications, some of which were used for the first time, have seriously increased the level of identification of those accessing line 122. The percentage of unidentified citizens decreased twice from 30% to 16%, and cases of incorrect recognition by the robot of the subscriber's full name amounted to only 8%.

The implementation of the project helped to solve a number of tasks for automation and servicing of citizens, including launching a new direction of service for the region - a centralized service for calling a doctor at home and making an appointment service for a specific doctor. Our expectations have been met and now we have a very flexible tool that allows us to independently and quickly deploy new service areas and automate existing ones. The work does not stand still - the services are permanently adjusted, supplemented and improved, - commented Anton Tarasov, chief specialist of the information and analytical department of the contact center of the Ministry of Health of the Tula Region.

2021: Angela Virtual Assistant Launch

Nikolai's virtual assistant, introduced in the Unified Contact Center of the Tula Region by BFT and BSS, has a sister - virtual assistant Angela. BSS announced this on December 30, 2021. She advises at the Employment Center of the Tula Region: helps the population in search of work, answers questions of vocational training and retraining, and also gives information on the registration of benefits and other topics related to employment.

Tula robots Nikolai and Angela are based on BSS speech technologies combined by the omnichannel dialogue platform Digital2speech. Using artificial intelligence and machine learning, robots easily understand live natural speech, distinguish key words and meanings, recognize the essence of appeals and the client's intentions. By maintaining a natural dialogue, robots provide the necessary advice. In the event of a question beyond their competence, robots transfer the call to the contact center operator.

Robots have also mastered the basic functionality of speech analytics. They can compile a summary report on calls, which will show the number of calls received for each topic and the results of calls. They will make a detailed report of the client path from the beginning of the conversation to its completion. Audio recordings of conversations with uploading text versions will be provided. They will show the number of calls fully serviced by the robot without transferring a contact center to the operator.

The launch of Angela's virtual assistant made it possible to fully serve the residents of the region on typical labor issues, without involving employees of the Employment Center of the Tula Region. For December 2021, the robot advises on the 20 most popular topics related to job search issues, and it is planned that their number will expand.

In February 2021, BFT and BSS companies ensured in the Tula region the automation of citizens' appeals to the MPSC contact center, where the voice assistant processes about 1.2 thousand calls per day. It turns out that one robot was able to increase the number of processed requests per month by 1.5 times. We are confident that processing requests with a voice robot at the Employment Center of the Tula Region will bring the same positive results, - commented Natalya Zeitenidi, First Deputy General Director of BFT.

The introduction of a voice robot based on the Digital2speech platform has reduced waiting times in the queue and increased the speed of customer service. Automation of processing typical appeals reduces the burden on employees of the Employment Center of the Tula Region. It is important that the voice assistant at the moments of peak loads makes it possible to minimize the loss of citizens' appeals, which positively affects both the reputation of the Employment Center and the loyalty of the region's residents to it, "said BSS General Director Georgy Kravchenko.