The chatbot on the mos.ru portal is a virtual assistant based on artificial intelligence technology that answers users' questions about the operation of the city portal and its services. It accepts calls in the online support chat and is able to maintain a written dialogue, choosing answers from its memory, which contains more than 11.5 thousand articles.

The chatbot can quickly answer simple questions of users, for example, how to register on the portal, make an appointment with a doctor, register in a clinic or pay utility bills. Most often, users use the online chat to find out how to get government services, change or add data in their personal account on mos.ru, schedule an appointment to get the documents.

To send a request the user has to find a round blue icon in the lower right corner, click it, and then write a question. If the answer of the virtual assistant did not suit the user, the user can ask a clarifying question or ask to connect with the operator by pressing the suitable button in the chat.If the chatbot receives a difficult question the answer to which is not available in its knowledge base, it will contact the portal support operator for help to get suitable answers. If some recommendation suits well, the operator sends a response to the user in one click, and the bot memorizes this case and learns from the operator’s actions. To do this, the chatbot uses artificial intelligence technologies.

The virtual consultant will lessen the load on the operators in the future, so they will be able to quickly help residents with other more difficult issues.