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Developments of the Novosibirsk region in the field of artificial intelligence development were presented at a meeting of the Council for the Development of the Digital Economy under the Council of the Federation of the Federal Assembly of the Russian Federation at the site of the VII All-Russian Forum "Looking into the Digital Future". The event was held in Sochi under the leadership of Chairman of the Council Andrey Turchak.
The presentation of robot Nikolay — the development of the Ministry of Digital Development and Communications of the Novosibirsk Region — was made by acting Minister Pavel Zhuchkov. The presentation was held in real time — the robot answered questions about the status of a real application, the amount of state duty for issuing an international passport, and the working hours of the MFC branch. It was noted that the robot dealt with all the questions asked quickly and without failures.
In total, within the framework of the Council meeting, the best regional practices of two entities were presented: Novosibirsk and Kaliningrad regions. Improving the quality of the provision of state and municipal services, reducing the queues and the time for servicing citizens at the MFC is one of the priorities in the work of the relevant authorities of the Novosibirsk Region — the Ministry of Economic Development and the Ministry of Digital Development and Communications.
Robot Nikolay has been used in the MFC of the Novosibirsk region since the beginning of 2019. It makes it possible to solve a number of problems that arise during the work of the contact center: it works as a voice assistant in the contact center of the MFC, advises on the provision of public services and provides background information on frequently asked questions, it is used as a chat bot on the official site of the MFC. As a voice assistant, robot Nikolay accepts all incoming calls. If it finds it difficult to answer the question of the caller or cannot recognize the essence of the question, it transfers the call to an operator.
Today, the intelligent robot fully processes up to 70% of calls to the MFC call center. It is expected that the number of calls to the contact center of the MFC NSO in 2019 will exceed one million. The introduction of the consultant robot made it possible to reduce the duration of a standard call to clarify the status of an application by a factor of 3, as well as to reduce the waiting time for operator response.
According to the Ministry of Digital Development and Communications of the Novosibirsk Region, the intelligent voice robot consultant can be quickly and effectively implemented in any region of the Russian Federation, not only in the MFC, but also in other areas.
The creation and launch of the intelligent voice robot consultant in the MFC of the Novosibirsk Region is the result of successful cooperation with BSS, the use of BSS’s platform. It is based on the latest advances in machine learning, acoustic and language modeling using neural network algorithms, real-time speech decoding, work with open dictionaries of unlimited volume, and high resistance to various types of noise and recording channels.