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25 March 2021, 09:01

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The new digital service will help you find information on how to arrange a specific service, and for complex issues it will forward your request to the support service operators.

It has become even more convenient and faster to receive the necessary information about government services and additional services in Moscow. On the site md.mos.ruA chatbot has started working, which will answer the most popular questions of citizens in a matter of seconds. Told about it Anastasia Rakova, Deputy Mayor of Moscow for Social Development.

“We strive to make the process of obtaining the necessary public services for citizens as easy and comfortable as possible. The number of services in the centers is constantly expanding, the format of their provision is being improved, additional services appear. So, we are pleased to announce that now a virtual assistant is working on the site of the centers “My Documents”. The new digital service will help you find information on how to arrange a specific service or, for example, make an appointment with a specialist in a matter of seconds. This is very convenient, because now Muscovites do not have to search for information manually – they just need to ask a question on the website. If the chatbot receives a difficult question, a support service operator will come to the aid of the townspeople. I would like to note that in the process of work, the virtual assistant constantly learns through dialogues with applicants, and his answers become more accurate, ”the deputy mayor said.

The consultant’s knowledge base contains about eight thousand information materials and articles – this data will be used when responding to the user.

If the virtual assistant receives a difficult question, he will automatically contact the operator of the portal’s support service. The specialist will remotely select the necessary information and send it to the applicant, and the bot will save the new information for subsequent replies. This format of work will allow the interactive consultant to improve knowledge and constantly learn from real employees.

To ask a question to the chatbot, a visitor to the site of the My Documents centers must click on the blue icon in the lower right corner of the screen. An input line will appear in the window that opens, where the user will write his request. The number of questions you can ask the bot is unlimited.

The chatbot was developed by the capital Department of Information Technology… Since February last year, the virtual assistant has been advising users of the portal. During this time, more than 1.5 million calls were received in the online chat, 750 thousand of which the virtual assistant answered independently, without the help of operators.

Answer in seconds: how chatbot helps Muscovites

Now in the centers “My Documents” citizens can receive more than 270 government services. 98 percent of them are provided on an extraterritorial basis. District centers are open to visitors every day from 08:00 to 20:00, flagship offices and the Palace of Public Services at VDNKh – from 10:00 to 22:00.

EDITOR’S NOTE: This article is a translation. Apologies should the grammar and or sentence structure not be perfect.

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