The AI assistant of the Moscow contact center received more than 200 million calls

The voice assistant of Moscow's citywide contact center has received more than 200 million calls, Deputy Mayor Natalia Sergunina said. Most often, a virtual assistant created on the basis of artificial intelligence (AI) is asked how to get the necessary services and apply for documents, and they also use it to transmit meter readings, make appointments with a doctor and send applications for housing and communal services.

"Today, the digital assistant serves 16 hotlines and processes three million requests per month. And his knowledge base already has a thousand topics," Sergunina said.

The virtual assistant has been working on the lines of the metropolitan contact center for 12 years - since the spring of 2014. Artificial intelligence finds information twice as fast as a human, which saves subscribers time and allows operators to pay attention to more complex tasks.

The most popular lines use technologies of large language models that allow the AI assistant to answer several calls at once, learn independently and analyze the feedback of citizens based on the results of consultations. For example, this approach is used on the lines of the unified information service of the Moscow Government, the unified dispatch center, and the unified technical support service of the supplier portal.

The citywide contact Center has been operating in Moscow since 2011 and unites more than 70 hotlines. Over the entire time, they have received 480 million calls.