Digitalization of interaction with citizens and quality control of
service using automatic request processing technologies
Government agencies process requests from the public on a daily basis: by phone, via instant messengers, in person or through a single window
SOTA AI solutions help automate key processes, improve service quality and reduce costs
AI platform for creating solutions based on speech technologies
Identifying
difficult moments
in dialogues
Correct pronunciation
of abbreviations and
complex terms
Speech recognition and synthesis:
conversion of calls into text,
voice notifications
Voice-over
of official
documents
Using
standard voice
messages
The processing took from 3 to 5 working days due to manual data entry and high workload of employees.
Average processing time has been reduced to 1-2 business days
About 35-40% of requests required repeated requests from citizens
An automated tracking and reminder system reduced repeat calls by 40%.
Critical workload: operators simultaneously processed calls, emails and personal appointments
AI assistant takes on up to 60% of routine operations
Low rates due to long response times and the need to repeatedly clarify information
30% increase in CSI due to: single channel for all types of requests and the ability to track status in real time
High costs due to the need to maintain a large staff of operators and the costs of paper document management
Cost reduction by 25-40% due to automation of 60% of routine operations, optimization of request routing
Reduce the workload on your staff and improve service quality
All government
services in one window
Digital tools for
effective management
Automated processing of
bulk requests
Intelligent system
for processing requests
Personalized
citizen support
Omnichannel platform for monitoring the quality of requests and communications
Evaluation of dialogues by key
parameters (intonation,
pauses, completion)
Identification of deviations from
standards of provision
of public services
Identification of complaints,
repeat requests, problem
areas in service
Classification of incoming
requests: complaints,
applications, questions
Monitoring KPIs of
operators and
departments
Integration with BI panels of institutions, downloading by regions and periods
The processing took from 3 to 5 working days due to manual data entry and high workload of employees.
Average processing time has been reduced to 1-2 business days
About 35-40% of requests required repeated requests from citizens
An automated tracking and reminder system reduced repeat calls by 40%.
Critical workload: operators simultaneously processed calls, emails and personal appointments
AI assistant takes on up to 60% of routine operations
Low rates due to long response times and the need to repeatedly clarify information
30% increase in CSI due to: single channel for all types of requests and the ability to track status in real time
High costs due to the need to maintain a large staff of operators and the costs of paper document management
Cost reduction by 25-40% due to automation of 60% of routine operations, optimization of request routing
Reduce the workload on your staff and improve service quality
All government
services in one window
Digital tools for
effective management
Automated processing of
bulk requests
Intelligent system
for processing requests
Personalized
citizen support
Platform for creating AI assistants for employees, processing applications and reporting
Automatic generation
of memos, meeting summaries,
reports
Quick answers to frequently asked questions, references, links to
regulatory acts
Generation
of template responses
according to regulations
Integration with document management systems, chats and internal systems
Normalization
and correction
of text
Collecting feedback
on the quality of service
to the population
The processing took from 3 to 5 working days due to manual data entry and high workload of employees.
Average processing time has been reduced to 1-2 business days
About 35-40% of requests required repeated requests from citizens
An automated tracking and reminder system reduced repeat calls by 40%.
Critical workload: operators simultaneously processed calls, emails and personal appointments
AI assistant takes on up to 60% of routine operations
Low rates due to long response times and the need to repeatedly clarify information
30% increase in CSI due to: single channel for all types of requests and the ability to track status in real time
High costs due to the need to maintain a large staff of operators and the costs of paper document management
Cost reduction by 25-40% due to automation of 60% of routine operations, optimization of request routing
Reduce the workload on your staff and improve service quality
All government
services in one window
Digital tools for
effective management
Automated processing of
bulk requests
Intelligent system
for processing requests
Personalized
citizen support
Integration and Security
Work in the cloud (SaaS) or on government servers (On-Premise)
Data protection compliance
API support, integration with ECM, CRM, registries and internal platforms
Encryption of audio and text data
Working with Cyrillic and Latinized data
