In the Rostov region, artificial intelligence will take over work with complaints in the housing and communal services sector

2023: Putting AI into complaint work

In the Rostov region, artificial intelligence will take over the work with complaints in the housing and communal services sector. This was announced on December 19, 2023 by ECM Systems EOS.

It was here that the EOS company, together with the Ministerial Housing and Communal Services of the Rostov Region, tested neural network technologies in 2023 to classify citizens' appeals to the DELO EDMS.

EDMS "DELO" of the EOS company in the Rostov region is the basic platform for the system of integrated information, analytical and documentation support of the regional authorities. Its participants are all state authorities and local governments of the region, as well as many subordinate organizations.

According to operational data, citizens' appeals on housing and communal services are one of the most numerous categories. In the first half of 2023, about 5 thousand such appeals were received by the regional government alone.

When preparing a pilot project to systematize and classify citizens' appeals using artificial intelligence technologies implemented by the EOS together with the regional Ministry of Housing and Communal Services, the time costs of processing one appeal were analyzed. It turned out that the time for reading, "understanding" the document, the choice of the heading on average is about 15 minutes when processed by a person.

The participants of the "pilot" tested the neural network model for the classification of calls to the EDMS "DELO" in 25 categories (sections). The tasks that artificial intelligence solves in this case are the selection of appeals related to the topic of housing and communal services, their heading and the appointment of performers. After training the neural network, the AI system processed 331 test appeals received through the electronic reception room at the Department for Work with Citizens' Appeals (UROG) of the region and at the Ministry of Housing and Communal Services. The accuracy of the analysis was almost 80% - the result is impressive, especially given that further training of the neural network can improve it.

Together with the Ministry of Housing and Public Utilities, RO is implementing a pilot project, within the framework of which we will introduce artificial intelligence to process citizens' appeals. The ministry receives a large volume of appeals. In the future, it is planned to entrust artificial intelligence not only with "sorting," but also with the preparation of a draft response to the appeal. Naturally, a person, an employee of the ministry, will be responsible for the answer itself, "Yevgeny Poluyanov emphasized.

Earlier, Governor Vasily Golubev, during the announcement of the investment message, spoke in favor of the active use of artificial intelligence in various industries.

According to the results of the pilot project, specialists from the EOS and the Ministry of Housing and Communal Services recorded: artificial intelligence spends less than two minutes processing the appeal. As a result, only in the area of ​ ​ classification of requests, the use of AI allows you to save up to 90% of the working time of employees spent during "human" sorting. This not only saves man-hours, but also reduces the overall time for consideration and receipt of a response by a citizen. When preparing an initial draft response using AI capabilities, this period will become even shorter.