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Study highlights top tech for communicating with citizens

Using an omnichannel approach contributes to a higher number of requests from citizens per year, implying a stronger bond with citizens

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Virtual assistants work round the clock to serve and support citizens
Virtual assistants work round the clock to serve and support citizens

Contact centres in New York and Moscow have been identified as the most advanced in the world, according to new research.

 

Moscow’s IT department carried out a study on contact centres in 20 cities across the globe including Hong Kong, San Francisco, Toronto, Barcelona, London, New York and Moscow.

 

Analysts examined best practices when using digital technologies to communicate with residents.

 

Analysts examined best practices when using digital technologies to communicate with residents.

 

Smart tech used

 

The study analysed seven different smart technologies used by city governments to improve customer experience. Technologies included: robot operators; big data analysis; emotion recognition; voice biometrics; video call with sign interpretation; AI-based optimisation; and omnichannel solutions (synergy between mobile applications, social networks, video calls).

 

It emerged that using omnichannel solutions contributes to a higher number of requests from citizens per year, implying a stronger bond with citizens.

 

Moscow said its research was triggered by the development of its own AI-based virtual assistant, which has been in operation since early 2014.

 

The virtual assistant handles 838, 000 calls per month and reportedly reduces operators’ workload by up to 40 per cent.

 

Moscow’s virtual assistant handles 838, 000 calls per month and reportedly reduces operators’ workload by up to 40 per cent.

 

Prior to processing each call, the assistant can access the citizen’s data such as age and gender, usage of city apps, requested documents status, fines and debts in readiness.

 

The robot advises Muscovites on various issues including payment for utility bills, changes in tariffs for utility services, social card status, and more.

 

“This study sheds light on [the] importance of smart technologies when communicating with residents. Cities should [enable] their residents to solve any issue related to their urban life as quickly as possible,” said Andrey Belozerov strategy and innovations advisor to the CIO of Moscow.

 

“Here in Moscow, we are dedicated to further [embracing] AI technologies in our contact centre. Our AI-based virtual assistant works around-the clock-every day in a week and this is something that a human cannot achieve. We aim to disengage human operators from easy routine tasks and let them work with more complex issues.”

 

Future plans for Moscow contact centres include using video calls with sign language as an alternative channel of communication for residents with hearing and/or speech limited capabilities.

 

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