The voice AI assistant of the Unified Contact Center 1414 answered 27 thousand calls. The virtual assistant was implemented as part of digitalization and in fulfillment of the instruction of the President of Kazakhstan, Kassym-Jomart Tokayev. This was reported by the press service of the republic's government.
Arman Kenzhegaliyev, Chairman of the Board of the state corporation "Government for Citizens," stated that the assistant provides the most in-demand public services. The virtual assistant can consult on issues of obtaining documents, real estate registration, and issuing driver's licenses. However, specialists want to train the AI assistant to independently issue certificates.
In the near future, we also plan to connect dynamic services. These are certificates, for example, from psycho-neurological and drug dispensaries, tuberculosis dispensaries, criminal records, including checking for administrative fines or travel bans outside of Kazakhstan.
The neural network operates in normal mode in Kazakh and Russian languages. Out of 27 thousand calls, the AI assistant processed 40% independently and did not forward questions to operators.
The generative assistant of the Unified Contact Center 1414 was developed by Yandex Qazaqstan with the support of "Government for Citizens," the Ministry of Industry and Infrastructure Development, and Digital Development of Kazakhstan.