The call-center of Putin's direct line told about the early resolution of citizens' questions

The call-center of the "People's Front" solves the questions of citizens coming to the headquarters ahead of the direct line of Russian President Vladimir Putin. This was reported on December 13 by the head of the regional branch of the "Popular Front" of the Republic of Crimea Alla Vertinskaya.

She said that the regional branches consider all appeals coming from different regions of Russia, not only where the headquarters works. The head of the regional branch specified that the employees of the call-center unite the received questions by topics, selecting in the foreground the topics that need to be kept under control.

"Moreover, if we see that the questions can be solved today, then we do not delay them, do not wait for a direct line. We already send them to our regional offices in order to help the complainant as soon as possible. There are already solved issues," Vertinskaya added.

She shared that one resident of the Lugansk People's Republic (LNR) had a problem in that he could not have a joint replacement surgery, and thanks to the call-center today he is already receiving this help.

Alena Stemparzhevskaya, head of business development of GigaChat neural network, told about the work of the interactive stand of the analytical center, which displays the results of processing by artificial intelligence of appeals received on the direct line.

Stemparzhevskaya said that in the first days, most of the requests came from women, but at the moment the ratio by gender has equalized. In addition, she specified that the most active regions in terms of the number of messages are the Central, North-Western and Southern Federal Districts. According to her, the most popular channel for receiving messages is telephone, answering machine. She also noted that social networks were popular, but now they have started to lose their place in the rating.

"The top 10 current topics are precisely the result of the processing of messages by artificial intelligence. If we are talking about calls coming to the answering machine, it decrypts this text and further this text analyzes, classifies and distributes already into groups for transfer to the operator for further processing," - concluded Stemparzhevskaya.

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

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