In the Tyumen region, a virtual assistant was connected to the work of the MPSC

2020: Virtual Assistant Connection

On April 9, 2020, the company "Association of Cognitive Association Systems (OKAS)" reported that in the Tyumen region, a modern virtual consultant was involved in consulting on public services. The OKAS neural network dialogue system, developed by order of the regional government, is able to communicate with users orally, by phone, as well as in writing, through a website or mobile application. The assistant answers more than 1,200 questions for April 2020, given the context of the conversation. The system recognizes Russian spoken language and executes the applicant's instructions, while correctly responding to non-systematic or provocative appeals.

In the first month of test operation, the number of those who turned to the virtual consultant of the multifunctional center significantly increased. At the beginning, the assistant received about 200 calls, as of April 2020 - up to 700 calls per day. Of these, 40-50% is processed by the system, providing the requested information. About half of the questions are not typical or private, so the operator still answers them.

The main difference between a virtual assistant and systems and chat bots implemented in the regions is that the neural network platform gives from 90.1 to 94.8% of the correct answers, taking on a significant part of telephone calls. During the testing period, in 82% of cases, citizens rated the work of the assistant positively, and only in 18% - negatively or neutrally.

Developers continue to work with the system, complementing it with dozens of answer types and various dialog scenarios:

OKAS scientists, developers and data engineers constantly analyze the appeals and received data, taking into account the error in sound quality due to pronunciation or communication problems, as well as the content of the program's knowledge base responses. At the end of the month, the result pleased us - the artificial intelligence of the virtual consultant showed an excellent level of information processing, told the general director of LLC "Association of Cognitive Associative Systems" (OKAS ) Vadim Filippov

According to the results of the work, the OKAS virtual assistant in March 2020 was included in the Russian knowledge base on artificial intelligence applications.

The main goal of the system was to increase the speed and efficiency of standard administrative processes to improve the quality of public service delivery. Testing of innovations in the field of artificial intelligence aimed at improving the comfort of interaction with government agencies is an integral part of the formation of the digital economy, comments Maria Rudzevich, Director of the Department of Informatization of the Tyumen Region