Voice assistant accepts citizens' appeals to the MPSC of the Volgograd region

2024: Voice Robot Implementation

BFT-Holding and BSS have introduced a voice robot into the IT infrastructure of the MFC of the Volgograd Region. BFT-Holding announced this on July 1, 2024. For three months of work, the virtual assistant independently accepted and processed about 40% of citizens' requests on the hotline. Subscribers receive answers to typical requests around the clock, promptly and fully, which significantly increases the quality of the contact center and the degree of satisfaction of the population with the level of service of public services.

Multifunctional centers (MPSC) of the Volgograd Region provide over 1.7 million public services to the population per year. Digital services for servicing residents are provided by the state information system "Control over the implementation of administrative regulations for the provision of state and municipal services of the Volgograd region" (GIS KIAR). The system is deployed on the basis of the MFC-Capella solution of BFT-Holding.

Also, to support recipients of public services in the region, the My Documents Telephone Service Center operates. According to statistics, a significant proportion of citizens' requests belong to typical appeals, answers to which can be provided in an automated mode without losing the quality of service. For example: clarification of the MPSC work schedule, requests for the status of the appeal, preliminary registration or cancellation, informing about the procedures for obtaining public services.

To reduce the subscriber's waiting time on the line during periods of peak loads, the region decided to introduce a voice robot for processing incoming calls via the MPSC line and integrate it with the KIAR GIS. The project was implemented by specialists from BFT-Holding and BSS.

During the project, scenarios for the operation of the voice assistant were developed, as well as training models for classifying calls and recognizing the speech of subscribers. As part of the implementation, experts also adapted a typical scenario of a dialogue with a robot, taking into account regional specifics - subscribers can choose their area when contacting a line from the city of Volgograd.

As of July 2024, the virtual assistant was introduced into the structure of the MPSC of the Volgograd Region at the level of all functional units. The robot independently processes typical requests to the contact center in 24/7 mode: advises residents of the region on the most popular topics, and also informs about changes in the status of the application and the readiness of documents for issuance. In case of non-typical calls or at the request of the subscriber, the voice assistant switches the conversation to the operator. According to the results of the project, in the first three months after launch, it processed more than 8,200 calls from citizens. At the same time, the level of automation was about 40%.

A virtual assistant is not just a robot informant, but a full-fledged participant in the dialogue. Thanks to him, citizens who have applied to our hotline, even during the busy hours, do not expect in line, but immediately receive an answer. At the same time, operators of the contact center may not be distracted by processing typical requests, but only respond to those applications that cannot be solved without human participation, "said Vyacheslav Zavarukhin, Deputy Chairman of the Information Technology Committee of the Volgograd Region.