The call center of Putin's direct line told about the analysis of appeals with the help of AI

Employees of the call-center at the People's Front headquarters have for the first time started using artificial intelligence (AI) to analyze citizens' appeals to Russian President Vladimir Putin's direct line. AI specialist Mikhail Voitko told Izvestia on December 10 about how it helps in their work.

"For the first time we are using artificial intelligence - [neural network] GigaChat. The point of the work is as follows: we receive calls in different channels, we process audio messages coming to the answering machine, we process text messages that come to us in social networks, via SMS-channel, on the website, and from audio we translate them into text. And after that we select topics, classify the appeals, put them in the database in certain groups," he explained.

The most relevant topics of appeals are displayed in real time on a large screen, Voytko added. At that time, the top-5 issues included health care, the state of roads and housing, social payments and calculation of pensions.

Specialists receive appeals around the clock not only in a large call-center, which is organized in the headquarters of the "Popular Front", but also in other Russian regions.

According to Lyudmila Kolesnik, head of the "Popular Front" in the Zaporizhzhya region, many residents of the regions of Novorossiya have been contacting to express their gratitude to the president since past direct lines.

"Sometimes just gratitude for what the president does for everyone, for the country, directly for Novorossiya. Residents of Zaporizhzhya region sent appeals with gratitude, <...> for the fact that they are now in big Russia, for the fact that they have good living conditions. They wished them health, congratulated them on the coming New Year, all this from the bottom of their hearts. And nothing else - just words of gratitude," she said.

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For the first time, artificial intelligence was used to process citizens' questions

Earlier in the day, Kremlin spokesman Dmitry Peskov said that more than 300 thousand appeals to a direct line with the President have already been received. At the moment, a rating of 10 problems, most worrying citizens, has already been determined, he pointed out.

The direct line of the head of state will be held on December 19, it will be combined with a large press conference. The events will be held under the title "The results of the year with Vladimir Putin". Invitations were received by representatives of Western media and foreign journalists accredited in the Russian Federation. Call-center in the headquarters of the "People's Front" began work on the night of December 8.

The previous direct line with the Russian leader was held on December 14, 2023. The President received more than 2 million appeals from citizens. He answered questions about Russia's special military operation in Ukraine, new regions of the Russian Federation, the growth of real wages, pensions, life expectancy, healthcare, development of artificial intelligence, and also touched on a number of other topics.