Translation. Region: Russian Federation –
Source: Moscow Government – Government of Moscow –
Since 2020, the voice assistant of the hotline of the unified dispatch center (EDC) has received more than 14 million calls from residents. Of these, over four million were in 2024. In the capital Department of Information Technology of the City of Moscow They said that over four years, the number of calls processed by artificial intelligence has increased 54 times. Thanks to this, residents can resolve issues faster, without wasting time on additional waiting.
“The hotline of the unified dispatch center has been operating for eight years already; since 2020, a voice assistant has been helping operators answer calls from residents and create requests. At the same time, the virtual assistant processes up to 50 percent of all requests independently, without involving an operator. Thanks to the use of artificial intelligence, the number of calls received on the EDC line has increased threefold during this time: if in the first year of operation the line answered two million requests, then since the beginning of 2024 – already 6.4 million. In order to promptly help city residents, we are systematically working to improve artificial intelligence technologies: new topics and scenarios for voice assistant consultations are being introduced, the load is predicted and incoming calls are redistributed,” said Andrey Savitsky, head of the citywide contact center.
In the first year of operation, the virtual assistant only accepted requests for heating-related questions. The voice assistant’s knowledge base is constantly being updated, and now it contains 150 topics. Since 2023, artificial intelligence has begun to process calls related to noise in the entrance, basement, water supply or heating systems. In addition, you can call the hotline to report malfunctioning lighting fixtures and switches in the entrance, leaks in the roof and plumbing, as well as improper maintenance of green spaces in the yard.
In 2024, the knowledge base of the EDC voice assistant was expanded with 59 new topics in terms of eliminating defects, such as leaks in the house, as well as landscaping the yard area. Topics related to plumbing and electricity were also added.
Voice assistant and call redistribution: DIT Moscow – about how the hotline of the single dispatch center worksA Million More Calls: How Digital Technologies Make City Hotlines More Accessible to Muscovites
A voice assistant with a robotic male voice answers the EDC hotline for residents. A conversation with the virtual assistant takes no more than two minutes. If problems arise in an apartment, residents are asked clarifying questions and then offered to fill out a request for a technician to be called, which is sent to the district’s unified dispatch service. After that, the virtual assistant provides the request number and the time frame for its completion. If more detailed advice is needed, it transfers the call to an operator.
Since last year, the voice assistant has been conducting surveys among residents on the quality of consultations. After the dialogue is over, it offers to rate how satisfied the person is with its work. Muscovites rate the overall impression of communication and convenience in solving the issue at an average of four out of five.
The EDC hotline operates as part of the capital’s citywide contact center. More than a thousand dispatch services are connected to it. Calls are accepted around the clock at: 7 495 539-53-53. Each request is registered and sent to the district’s unified dispatch service, and the resident is informed of its number and deadline.
Most often, city residents contact the EDC hotline to leave a request for a technician to fix problems related to the lighting in the entrance hall and the operation of the elevator, garbage collection, cleaning the garbage chute or the lack of electricity in the apartment, as well as to receive advice on other housing and communal issues. About 747 thousand calls are received monthly. At the same time, 80 percent of requests for troubleshooting are resolved within 24 hours.
In addition to the EDC hotline, you can submit an application to the unified dispatch center in other ways – online using the service “Call the Master” on mos.ru, platforms “Electronic House” and via mobile application “Gosuslugi Moskvy”If the house is not connected to the Unified Dispatch Center, residents can contact the control room of the management company.
Report a malfunction or call a technician: how the unified control center works
The use of digital technologies and artificial intelligence to improve the quality of life of city residents is in line with the objectives of the national program “Digital Economy of the Russian Federation” and the regional project “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.