MILES AXLE Translation. Region: Russian Federation –
Source: Moscow Government – Government of Moscow –
Over the 12 years of operation, the hotline for registering readings of individual metering devices of the citywide contact center (CCC) has received more than 27 million calls from residents of the capital.
“Every year, the demand for a hotline for transmitting meter readings is growing. If in the first year of operation it received 67 thousand calls from residents, then since the beginning of 2024 alone – more than four million. This is the most robotic line of the OKC – up to 99 percent of calls on it are received by a voice assistant without involving operators. The use of artificial intelligence technologies allows saving citizens’ time and makes the process of transmitting meter readings convenient and fast,” said Andrey Savitsky, head of the citywide contact center.
As noted inDepartment of Information Technology of the City of Moscow, the voice assistant has been receiving readings from water meters since September 2012, and from electricity meters since October 2023. Over the year, residents transmitted electricity meter readings by phone about 200 thousand times, of which more than 122 thousand were with the help of the voice assistant.
Artificial intelligence can not only register data, but also help prevent errors when transmitting information. For example, if a person names a number much higher or lower than previously transmitted readings, the virtual assistant will report this and offer to clarify the information.
How to transmit meter readings by phone
To submit water or electricity meter readings, you need to call the hotline of the citywide contact center: 7 495 539-25-25. Calls are received around the clock by a voice assistant. You need to tell the virtual assistant your personal account number, apartment and meter, and then provide the current readings. Artificial intelligence will record them and automatically redirect them to the system. If the data cannot be transmitted, the voice assistant will prompt the reason, for example, it will report a malfunction of the meter or the need for a scheduled inspection. In addition, it can inform you where to go to resolve these issues. If necessary, the voice assistant will connect you to a contact center operator.
Water consumption data must be submitted from the 15th of the current month to the third of the following month inclusive, and electricity meter readings must be submitted monthly from the 15th to the 26th.
This can also be done online on the city portal mos.ru, in the Telegram messenger using a bot @mos_services_here and in the mobile applications “My Moscow” and “Gosuslugi Moskvy” using the service “Receiving readings and paying for electricity”. You can independently submit readings at the “My Documents” government service centers, in the premises of the control room of your district or the management company.
If the meters are equipped with an automated information and measuring system for commercial metering, the data is entered into the system automatically.
The citywide contact center has been operating in Moscow since 2011 and includes more than 70 hotlines. Every month, it receives about five million calls from residents. Half of the calls are processed by artificial intelligence without involving operators. In just 12 years, Muscovites have called the citywide contact center more than 365 million times, including over 40 million this year. Residents contact to clarify the status of document processing and public transport schedules, make an appointment with a doctor, call a technician to fix utility problems, and for other issues.
The implementation of digital solutions in public administration corresponds to the objectives of the national program “Digital Economy of the Russian Federation” and the regional project of the city of Moscow “Digital Public Administration”. More information about this and other national projects implemented in the capital can be found Here.
Please note: This information is raw content directly from the source of the information. It is exactly what the source states and does not reflect the position of MIL-OSI or its clients.
Please note; This information is raw content directly from the information source. It is accurate to what the source is stating and does not reflect the position of MIL-OSI or its clients.