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Photo by M. Mishin. Press Service of the Mayor and the Moscow Government

Artificial intelligence helps users navigate the site and answers the most common questions.

In the first six months of the work of artificial intelligence at supplier portal it handled over 80 percent of the support chat conversations. The chatbot helps users navigate the site and answers the most common questions. In addition, the analysis of user experience with the chatbot helped to improve the algorithm for responding to users.

“The vendor portal chatbot makes it possible to answer user questions faster. At the moment, the average mark that he is given is 4.3 points out of five. On the one hand, this speaks of a positive user experience, and on the other hand, it indicates the possibilities of further development of the chatbot, “said the Minister of the Moscow Government, head

Department of Information Technologies of the city of Moscow Edward Lysenko.

Since the start of the chatbot, users have opened more than 140 thousand dialogues on the suppliers’ portal. He helped them figure out how to use electronic services and services for entrepreneurs, add a new product item to the portal’s catalog, participate in public procurement, and also explained how the quotation session goes and the offer is signed.

If the user asked a non-standard question, if it was necessary to clarify the information, or if the answer to the question was not entered into the database, a technical support specialist was connected to the dialogue. The proportion of such cases was less than 20 percent.

Dialogues that support specialists connect to also help develop the chatbot and make the supplier portal more user-friendly. In such cases, artificial intelligence learns and uses the operators’ responses to form their own.

To use the chatbot, you need to click on its icon in the corner of the screen. A window will appear on the screen in which you can ask a question of interest. The bot will respond within a few seconds.

“The virtual assistant works around the clock and instantly searches for information on the most common issues – from registering on the site to concluding a contract with a customer. Today users do not need to call operators every time to find out about this. The bot allows you to quickly process the most frequent questions and thereby offload the contact center operators to resolve more complex user requests. Such automation of the processes of the technical support service of the supplier portal increases efficiency and shortens the message processing time “, – said the head of the capital

Competition Policy Department Ivan Shcherbakov.

Working with the chatbot allowed the vendor portal team to better understand user requirements and requests. For example, in December 2020, sections with popular queries were added to the chatbot menu. This reduced operator waiting times and enabled users to get an instant answer to a question.

The supplier portal was created in 2013. It allows you to automate small-volume purchases. More than a thousand contracts are concluded on the portal every day, and the average price reduction during quotation sessions is 13 percent. 223 thousand entrepreneurs from all over the country have registered as suppliers on the portal. 90 percent of them are representatives of small and medium-sized businesses. The catalog of unique goods, works and services today contains more than a million items.

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

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