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MIL OSI Translation. Region: Russian Federation –

The number of calls to the call centers of the unified service 122 in the whole country decreased by 23% over the last week. This was announced by Deputy Prime Minister Dmitry Chernyshenko.

The unified service 122, which provides routing of calls to medical institutions, ambulance services, as well as advising citizens on COVID-19 issues, was created in the regions on behalf of the President of Russia in November 2020.

“Due to the involvement of volunteers and medical students, the staffing of service 122 in the whole country increased by 31%. According to the ONF, 2.8 thousand “We are together” volunteers are now working in call centers, and over 12 thousand in medical institutions. Additional involvement of operators allowed us to reduce the waiting time for a response, which means that we can help our citizens more quickly. Over the past week, as a whole, a decrease in the number of calls to the 122 service has been recorded. The total number of calls was about 3.6 million across the country, which is 23% less than a week earlier,” Dmitry Chernyshenko said.

At the moment, the average waiting time for an operator’s response in most regions meets the standard – about one minute.

Dmitry Chernyshenko added that in order to improve the work of the unified service 122, two more regions introduced elements of artificial intelligence. These are voice virtual online consultants, chat bots or an interactive voice menu. Now they are used in 62 subjects of the Russian Federation.

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

MIL OSI Russia News