Artificial Intelligence System for Call Centers of the Tyumen Region

Problem Description: The Tyumen region's executive authorities face a constant increase in telephone calls in their SPOC (Single Point of Contact). What necessitating either an increase in staffing or the creation of a separate hotlines. Growing volume of citizen requests demands an expansion in contact center staff to ensure 100% of incoming calls are handled with high-quality service (in such indicators as Lost Call Rate, Service Level) even in peak days and hours. The solution to the problem became the developed AI-based system “Virtual Consultant 72” with nature language processing. Functional features of the sistem: Healthcare Module: • Designed for automated receiving and processing of incoming calls related to generating coupons for doctor's appointments in medical organizations within the Tyumen region. • Includes an "Outgoing Call" module for automated processing of outgoing calls to confirm/cancel pre-registration coupons for doctor appointments in the Tyumen region. “My Documents Center” Module: • Designed for automated receiving and processing of incoming calls regarding the provision of state and municipal services. • Handles preliminary appointment scheduling at the MFCs (Multipurpose Centers “My Documents”). Property relations Module: • Receives calls from citizens. • Provides automated responses to questions using question-answer pairs available in the knowledge base. • Conducts automatic surveys of clients following a dialogue script and makes automatic requests to the information system of the Property Relations Department of the Tyumen Region. • Automatically retrieves information from the Department of Property Relations' database about the status of settlements under land lease agreements and provides this information to subscribers following the dialogue script. Employment Center Module: • Facilitates automated receiving and processing of calls regarding the services of the Employment Center of the Tyumen Region regarding. • Features automated processing of requests in voice and text channels.