Give your customers peace of mind by providing information and the next steps they need to take
Reduce the load on call center human agents by transferring up to 80% of routine tasks to AI-based agents
Reduce line waiting time by giving customers the best level of service, even with an unprecedented load on the call center
Increase call center efficiency while reducing costs
During the pandemic, the load on the Ministry of Health's call center increased massively, and patients had to wait in line for up to 5 minutes to call a doctor. Besides, calls were not processed around the clock.Solution
Neuro.net and its partners developed a virtual agent Svetlava that receives calls 24/7, recognizes patient's personal data, identifies the patient by his or her CHI policy number using speech recognition and synthesis, finds out all the data necessary for the appointment (patient symptoms, address, contact information, etc.) and processes the doctor's call through the Unified Medical Information and Analysis System (UMIAS).
In the spring of 2021, a major campaign to vaccinate the population against COVID-19 was launched. The Ministry of Health launched a voice bot to inform and guide patients through all stages of the procedure.Solution
When making vaccination appointments, the virtual agent additionally checks for available time slots in real-time and offers them to patients. The information confirmed by the patient is recorded in the UMIAS. Additionally, the voice bot answers frequent questions about vaccination.
The project also calls and informs citizens about the need for vaccination. During the conversation, the AI agent answers frequent questions and objections and offers to make an appointment for vaccination.
Scaling up the technology and launching in other regions of Russia.
Running a script for vaccination appointments.
Launch of a project to inform citizens about the need for vaccination.
Expanding of the capacity up to 300 channels (simultaneous connections). The maximum load of 30,000 calls per day has been reached.
Installing the on-prem version of the conversational AI platform and running the "Medical Home Call" scenario.
Start of the project, the development of the "Doctor's House Call" scenario.
are received daily by Neuro.net AI agents on the hotline of the Ministry of Health of the Moscow Region
have been handled by the developed AI-based virtual agent Svetlana since its launch
made by residents of the Moscow region with the help of Svetlana
shorter waiting time on the line, which is extremely important in a pandemic
simultaneously served by the virtual agent Svetlana
launched similar voice assistants, following the example of the Moscow region
Improving accessibility of medical care – reducing waiting times on the hotline
Improving the quality of service at the hotlines of state organizations
Technological image of the state organization among citizens
The company develops modern, effective IT tools and technologies aimed at automating the business processes of small and medium-sized businesses. The company's main product is SmartDialogs voice robots. Thanks to Neuro.net's innovative technologies and the rich expertise of the Fromtech team, the company easily and accurately implements virtual agents to automate calls in various business sectors: from cold sales to incoming calls. smartdialogs.ru
Provider of high-tech medical information services for governments, businesses, and individuals. The company was founded in 2019 by RT Labs (part of Rostelecom) and SVAN and combines the teams, competencies, resources, and product lines of the founding teams. RT MIS acts as one of the key participants in forming the Unified Digital Health Loop in the Russian Federation. RT MIS product solutions - UDC. MIS and ECP. LIS - are part of the Unified Digital Platform. rtmis.ru
A public cloud platform that provides corporations, mid-sized businesses and private developers with scalable infrastructure, storage services, machine learning and development tools. With these technologies, proven by time and Yandex's infrastructure, everyone can create and continuously improve their own cutting-edge digital services and applications. cloud.yandex.ru
"Voice assistants are not just a tribute to fashion. These are solutions that really simplify a lot of things and make them more comfortable. Last year we launched an artificial intelligence solution to offload the region's call center agents. And this solution has proven to be effective over the course of its operation."
"We are seeing a dramatic increase in the number of calls to the governor's call center to call a doctor at home due to the unfavorable epidemiological situation. For the convenience of residents, to reduce the waiting time for a human agent's response, we have launched an AI-based voice service, which will automatically take the request and make a doctor's call to the house."
"We weren't just looking for an IVR solution, but a full-fledged AI-based technology that can communicate with citizens as seamlessly as possible, providing better support by quickly finding the information they need and not having to wait on the line. The level of conversation in these kinds of voice assistants is indistinguishable from that of a human agent."
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