MIL OSI Translation. Region: Russian Federation –
Photo by M. Denisov. Mos.ru
The voice assistant will clarify information on applications.
New functions appeared in the voice assistant in unified dispatch center of Moscow… Now the robot can call the applicant back if there are difficulties in processing his request. The voice assistant calls within 10-30 minutes if, for example, a person mistakenly indicated an incorrect address, reported an incorrect house number, a non-existent entrance or apartment.
The robot offers to connect it with the operator in order to clarify the request or send additional information. If the applicant cannot speak with a specialist at the moment, he will be advised to contact the dispatch center at any convenient time.
The new function has appeared in the robot since the beginning of February. About 2.5 thousand people have already used the opportunity to contact the operator and correct the application.
“Artificial intelligence technologies help improve the level of service. A voice assistant monitors the quality of service for citizens: the robot calls residents, finds out how well the service was provided, and transmits the data to the management company. Now, if questions arose during the execution of the application, the robot will immediately inform the residents about it, ”said Andrey Savitsky, head of the citywide contact center.
In 2020, a single dispatch center processed more than five million applications. Most often, Moscow residents turn there for water supply, heating, garbage collection in the local area, repair of lighting in the entrance, elevators and plumbing. More than 1000 dispatching and 3100 management companies are connected to the order management system.
Each type of work has its own standard deadlines. So, a person stuck in an elevator must be released within 30 minutes from the moment the application is received. A tree that has fallen in the courtyard should be removed in a maximum of 24 hours, faulty lighting in the stairwell should be repaired – in 12 hours, and the electricity that is missing in the house or the blockage of the garbage chute should be fixed – within a day at most.
The robot accepts calls to the hotline along with the operators. Since October last year, he can be informed about problems with the heat supply (for example, about the lack of heating or insufficiently warm batteries). The virtual assistant collects information, registers the application and sends it to the service organization. Since the beginning of the heating season, it has processed over 76,000 calls.
Faster processing of applications helps operators online knowledge base, which appeared in a single dispatch center last year. It contains over 625 scripts grouped by topic. The system itself offers options for answers depending on the situation – the operator just needs to enter a short request (for example, “no water” or “cold battery”). An interactive knowledge base suggests what can be done before the arrival of the master in case of an emergency.
EDITOR’S NOTE: This article is a translation. Apologies should the grammar and or sentence structure not be perfect.