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September 25, 2021, 09:05

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The citywide contact center receives over five million calls every month. Most of the hotlines accept requests from citizens around the clock, seven days a week.

The Citywide Contact Center (OKC) has been helping Muscovites for 10 years. It includes dozens of hot lines and services. On the lines, you can get answers to thousands of questions related to different areas of life in the capital. For example, with their help, you can find out about the readiness of documents, make an appointment with a doctor, clarify contacts and work hours of state institutions and city organizations, leave a request to call the master. In addition, some hotlines of the contact center can be contacted not only for advice, but also in order to make an offer or file a complaint. Immediately after registration, the appeal is transferred to the responsible department. Most of the hotlines are open 24/7. You can find out more about the city’s hotlines at mos.ru.

“The citywide contact center receives over five million calls every month. The most popular hotlines use artificial intelligence technologies such as speech recognition and synthesis. So, thanks to the virtual assistant, the townspeople in most cases will not have to wait for the operator’s response – the robot will find the necessary information in the virtual knowledge base in a few seconds and will advise the person. This automation helps to improve the quality of service and make calling hotlines faster and more convenient. This year alone, the robot handled more than 19 million calls on its own, almost half of them without the involvement of a specialist, ”said Andrey Savitsky, head of the citywide contact center.

Learn about home renovations and report trash in the yard

One of the most demanded hot lines is the Moscow Government’s unified inquiry service. By calling the number: +7 (495) 777-77-77, citizens can get answers to more than 10 thousand questions. For example, specialists will tell you about the current contacts and working hours of the My Documents centers, city departments or the management company, and how to contact mos.ru technical support. Also, you can check with the operators about the readiness of certain documents, for example, a passport, and the status of applications submitted through the centers of public services. Line operators are also advising on issues related to the spread of COVID-19. The unified reference service of the Moscow Government works around the clock. Since the beginning of the year, it has received over 6.3 million calls.

Citizens can be sure that their appeal will be considered as soon as possible. About 80 percent of the problems that Muscovites report to the UDC are eliminated on the day they apply. An interactive knowledge base helps residents to advise the operators of a single dispatch center. This is a kind of reference book that contains answers to more than 600 of the most popular topics of appeals (the so-called scenarios) and gives hints to the employee so that his consultation is as clear and detailed as possible. This year 4.1 million calls were received by the unified dispatch center.

With the beginning of the heating season in Moscow, a dedicated hotline on heating switching on was re-launched in the city-wide contact center. Calls are accepted around the clock by phone: +7 (800) 100-23-29. By calling it, residents can report the lack of heat or insufficient heating of the batteries. Also, by calling the hotline, citizens can leave a request if there is a leak in the heating system and other malfunctions.

Another hotline in demand is the Unified Dispatch Center (UDC). Muscovites come here if they have questions related to housing and communal services. By calling the round-the-clock phone: +7 (495) 539-53-53, you can, for example, inform about the garbage accumulated in the local area, the need to change the light bulbs in the entrance or repair the elevator. Operators will help you fill out an application. They will also tell you by phone when the water or electricity may be cut off in the house due to planned or emergency work.

Find the best travel ticket and make an appointment with a doctor

To make an appointment with a doctor, as well as for medical procedures, laboratory and instrumental examinations, if there is an electronic referral, Muscovites will be helped by calling the appointment service: +7 (495) 539-30-00. Hotline specialists make appointments at more than 600 medical institutions. They also help to postpone or cancel an appointment, provide the address of the clinic, talk about the schedule of its work. Calls are accepted around the clock. Since the beginning of the year, the hotline has received over 1.8 million calls.

The Moscow Transport contact center will help you find the thing left in the transport, choose the best travel ticket and decide on the method of payment for travel. Operators can be asked about everything related to movement in the capital, including the schedule of buses, trams and electric buses, services on the Moscow Central Circle and Moscow Central Diameters. Experts advise residents by calling 3210 (from a mobile phone). The line works around the clock, seven days a week. Since the beginning of this year, operators have answered more than one million calls.

Seek help from a robot

To improve the process of processing applications, a voice assistant was introduced on the most popular hotlines of the citywide contact center. The robot is able to independently receive calls and transmit information to services without the help of consultants. The smart program reduces the burden on agents during peak hours, when the most calls are received. The robot operator reduces the waiting time on the lines.

The line for recording the readings of individual water meters is fully automated. By calling: +7 (495) 539-25-25, you can dictate the meter readings. The voice assistant will record the data, then check whether the bills for housing and communal services have been paid, and inform about the presence of a debt, if any.

On other hot lines, the operators are also assisted by a robot consultant. He takes care of the most common questions. For example, in the Moscow Transport contact center, the robot will tell you which special parking lot the car was evacuated to and how to pick up the car. In the unified reference service of the Moscow Government, the voice assistant answers questions on 67 topics. For example, he will tell you how to issue a passport or registration at the place of residence, what is the validity period of a patent, and much more. The functionality of the voice assistant of the citywide contact center is not limited to receiving calls from citizens. The robot collects feedback from Muscovites about the quality of work performed on applications in a single dispatch center. The virtual assistant was taught to call back on his own when difficulties arise with the processing of an application – if a person accidentally named the wrong address or made another mistake.

The capabilities of the voice assistant are constantly being improved. It easily recognizes the natural speech of a person. It is enough to say your request, and the robot will give an answer in a few seconds. This year, his human speech comprehension rate has risen to 96 percent. This means that in almost all cases, the robot will understand the request, even if the applicant is in a noisy place, for example, in the subway. Whereas last year a virtual consultant served an average of 44 percent of calls on a monthly basis, the number of self-processed requests by him has increased to almost 50 percent this year. The robot studies the human reaction and, by the tone of voice, can analyze whether the dialogue ended successfully or the user still has questions. Most often, Muscovites are satisfied with the services of a voice assistant.

The citywide contact center appeared in Moscow in 2011 and today includes more than 70 hot lines for residents and businesses. Almost 90 percent of calls to the contact center are made to popular hot lines: a unified help line of the Moscow Government, a unified dispatch center, an appointment service, a Moscow Transport contact center, a portal support service mos.ruand a hotline for registering readings of individual water meters.

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

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