The State Corporation on an ongoing basis improves the work process of 1414 for the convenience of citizens. A robot has been introduced on the single contact center line, which can provide popular government services and advisory support 24/7.
The ECC robot can independently provide such popular services as booking a queue at the Public Service Center, checking the readiness of documents, issuing certificates from a psycho- and drug dispensary. To book a queue, you only need to enter the IIN in the tone mode, select the PSC, the date and time of the visit. To get help, the robot will prompt you to enter the IIN, confirming the code from the message, and send a link to the help via SMS from 1414. In addition, the robot can send via SMS a list of necessary documents to receive a particular service.
“I note that the virtual operator is not yet perfect. There may be cases when the robot does not understand you, but the more people use it, the better the level of consultations will be. Also, I would like to emphasize that we are not going to rest on our laurels and will increase the list of public services provided by the robot during the year,” said Suyenish Abdildin, Chairman of the Board of the State Corporation.
The robot advises on the 50 most popular issues. He can suggest answers to questions such as obtaining a passport, identity card, digital signature, childbirth benefits, pension payments, and others.
By the way, the Unified Contact Center 1414 has been advising citizens for more than 11 years. So, since the beginning of the year, the line has received more than 1.2 million calls, of which 35% were serviced by the robot. Note that calls to 1414 are free and available both to users of all mobile operators and to those who call from a landline phone.