“BFT-Holding” introduced a voice assistant in the internal combustion engine of the MFC in the Staropolsky Krai

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BFT-Holding and BSS have automated citizen appeals to the MFC of the Stavropol Territory with the help of a voice robot. The system processes 35% of frequent calls to the hotline, and speech analytics provides data to improve call center work and citizen satisfaction. The robot can request information from the MFC GIS and provide information to the user upon request. A total of 15 subjects of appeals to the MFC call center were automated. The system includes a language analytics tool. MFC employees have access to analytical reports from robot dialogues with citizens.

“BFT-Holding” introduced a voice assistant in the internal combustion engine of the MFC in the Staropolsky Krai

“BFT-Holding” together with the BSS company automated citizens’ appeals to the MFC of the Stavropol Territory. According to the results of the project, the voice robot independently processes 35% of frequent calls to the hotline, and speech analytics provides data to improve the quality of call center work and citizen satisfaction. The press service of “BFT-Holding” told the Habra information service.

This is not the first update of the regional assistant at the state-owned companies “BFT-Holding” and BSS. On March 27, 2023, the companies announced joint work on updating the functionality of the voice assistant of the Ministry of Health of the Tula region.

To improve the quality of service and reduce the burden on operators in the Stavropol Territory, they decided to introduce a voice robot (voice IVR). “BFT-Holding” and specialists of DCU SC “MFC” added a voice assistant to the Regional Automated Information System for supporting the activities of multifunctional centers for the provision of state and municipal services in the Stavropol Territory (DVS MFC).

The robot can request information from the MFC GIS and provide information to the user upon request. For example, you can register at the MFC 24 hours a day, cancel your registration, find out about the status of your application, and consult on obtaining state services. Also, with the help of a voice assistant, MFC employees will be able to automatically notify applicants about the completion of this application. A total of 15 subjects of appeals to the MFC call center were automated. The system includes a language analytics tool – MFC employees have access to analytical reports from robot dialogues with citizens.

The report presents the data of the calls made during the set period, including the statistics of the user quality assessment based on the results of the conversation with the robot.

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