MIL OSI Translation. Region: Russian Federation –
Thanks to the robot, Muscovites do not have to wait for an operator’s response. The voice assistant will independently fix the address of the house and the essence of the problem, and also transfer the appeal to the management company.
The knowledge base of the voice assistant of the unified dispatch center (UDC) has been expanded. Now he independently accepts applications from residents of the capital related to snow removal in yards. In addition, the virtual operator can be informed that snow or icicles have accumulated on the roof of the house, and ice has formed on the footpaths.
The robot started working on the hotline of the unified dispatch center in the fall of 2020. Before the start of the heating season, he informed the townspeople about when the batteries in their homes would be turned on. In November, the virtual operator began to accept applications for lack of heating or insufficient heating of devices. He took over 76 thousand calls related to heating, which is about 70 percent of the total number of such calls to the hotline.
“The city-wide contact center has been using speech recognition and synthesis technologies for several years to process calls more quickly. Muscovites do not need to wait for a response from an ordinary specialist; they just need to transmit information to the robot. In particular, his knowledge base has been replenished with the topic of heating, and now he also helps to quickly solve the problem associated with the removal of snow and icicles, ”said Andrey Savitsky, head of the city-wide contact center.
Applications are accepted by calling the unified dispatch center: +7 (495) 539-53-53. The voice assistant will make a request, fix the address of the house and the essence of the problem, as well as the contacts of the person who called the line. The conversation will take no more than one and a half minutes. Further, the robot will enter the received information into a special system of the unified dispatch center, and from there the information will go directly to the managing organization.
If the voice assistant cannot answer the question, the call will be transferred to the center specialist.
“IT technologies, without which it is already difficult to imagine modern life, significantly increase the efficiency of interaction between residents and the city on many issues, including in the field of housing and communal services. Thanks to the expansion of the knowledge base of the voice assistant, city services can even more quickly respond to requests from citizens and more quickly eliminate problems that have arisen, ”the press service said.
Appeals about poor-quality snow removal, the appearance of ice or icicles are also accepted on the portal “Our town”… Thus, Muscovites can choose the most convenient way to fill out an application – in a single dispatch center or on the website.
On other hotlines of the citywide contact center, the voice assistant has been serving residents since 2016. He knows the answers to questions on 60 topics and finds information in the database two to three times faster than ordinary operators. The robot can not only suggest the phone number or address of the necessary institution, but also tell you how to get there. And also inform when the hot water will be turned off in the house, whether the documents are ready and where to pick them up. In addition, the virtual operator takes meter readings.
The unified dispatch center works around the clock. Most often, residents are consulted on issues of water supply, heating, garbage collection in the local area, repair of lighting in the entrance, elevators and plumbing. You can also contact the center’s specialists through the Moscow State Services mobile application. It is available on the App Store and Google Play. Sending a message takes no more than two minutes, in addition, the user does not need to wait for the operator to answer on the line. The service displays the status of order execution.
The citywide contact center has been operating since 2011. It receives over three million calls from Muscovites a month. Almost 90 percent of requests are made on hot lines popular among city residents: a unified Moscow inquiry service (+7 (495) 777-77-77), a unified dispatch center (+7 (495) 539-53-53), a unified appointment service to the doctor (+7 (495) 539-30-00), contact center “Moscow Transport” (+7 (495) 539-54-54), technical support of the portal of public services (+7 (495) 539-55- 55) and a hotline for registering readings of individual water meters (+7 (495) 539-25-25).
EDITOR’S NOTE: This article is a translation. Apologies should the grammar and or sentence structure not be perfect.