The voice assistant of the CItywide Contact Center is a virtual assistant that uses speech synthesis and recognition technologies to process requests, reduces the waiting time and relieves operators from processing typical calls.

The assistant can tell the caller the phone number or address of the necessary institution and how to get there, inform residents about the readiness of documents, receive meter readings, and also helps to find the impounded car and tells how to pick it up. This allows the operators of the center to spend more time helping citizens in difficult, non-standard situations.

The virtual assistant operates on three main hotlines:

• the call center of the Government of Moscow, where the assistant listens to the question asked in free form, classifies it and gives an answer from the knowledge base or, if it is not clear whether the assistant understood the question correctly or is able to answer the question, the subscriber is connected to an operator;
• the hotline of the service receiving water meter readings — the robot helps to send information to the unified payment system of Moscow and informs about debts;
• the hotline of the single dispatch center, where the robot helps to process requests for the maintenance of residential houses and snow removal, records the issue, the address of the house, the applicant’s contacts and enters this information into the system of the dispatch center.