Vitebsk gas workers have created a virtual voice assistant to provide information support to subscribers

The project was implemented by the Vitebskoblgaz Unitary Enterprise, a branch of ITGas, as part of improving the quality of customer service and expanding self-service channels.

The virtual assistant with speech recognition and synthesis functions, as well as automatic processing of text queries, was named “Alena”. With its help, subscribers will be able to receive reference information about the services provided around the clock.

For now, the virtual assistant is working in test mode. It can answer voice and text messages for frequently asked questions. If there is a need to detail something, the call is transferred to call center operators.

The system, created using artificial intelligence, analyzes dialogues with clients, determines the key topics of requests and the emotional coloring of conversations. Its use will increase the level of automation of business processes, optimize costs, and improve operational efficiency.

Photo telegram channel "Ministry of Energy Official".

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