The call center of Putin's direct line told about the analysis of calls via GigaChat

Employees of the call-center of the direct line of Russian President Vladimir Putin analyze citizens' appeals with the help of neural network GigaChat from Sberbank, thus the work of operators is facilitated by artificial intelligence (AI). Alena Stemparzhevskaya, head of business development of GigaChat, told about it on December 12.

The interactive stand of the analytical agency displays the results of citizens' appeals, which are received from the first day. Thus, GigaChat helps to analyze, classify and cluster the information it receives.

"First, it should be noted that GigaChat does this very quickly. It takes up to three seconds to transcribe the call, and then it goes on to analyze the message for up to seven seconds. This helps to solve issues much faster than it was before," said the specialist.

The electronic panel also shows the top 10 topics on which Russians address the direct line. To date, the call center has already received more than 520 thousand calls.

"The top 10 topics, of which are the quality and availability of housing, transportation infrastructure, medicine and others. We can also look at subcategories within each topic. For example, choose one of the popular topics - social policy. We see that there are almost 60 thousand appeals on this topic. And further also subcategories: there are social payments, pensions, housing and utilities, housing, the size of the pension, benefits and so on," - said Stemparzhevskaya.

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

Before that, on December 10, AI specialist Mikhail Voitko told Izvestia that employees of the call-center at the People's Front headquarters for the first time began to use AI to analyze citizens' appeals to the direct line of the Russian president. The most relevant topics of appeals are displayed in real time on a large screen, Voitko added. At that time, the top 5 issues included health care, the state of roads and housing, social payments and pension calculation.

On the same day, Kremlin spokesman Dmitry Peskov said that more than 300 thousand appeals to the direct line with the President had been received at that time. At the moment, a rating of 10 problems, the strongest concern of citizens has already been determined.

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, health care, development of artificial intelligence, and also touched on a number of other topics.