Virtual assistant for Moscow Metro passengers

STC Group, part of the Sberbank ecosystem, takes part in the development of a smart chatbot to automate responds to requests by Moscow Metro passengers, website of Sberbank reports. This autumn, the chatbot will be launched on, via the Moscow Metro mobile app, popular instant messaging apps, as well as on the MosMetro page on a social media website.

The STC team creates the chatbot based on its proprietary ChatNavigator product, an omnichannel dialogue platform to create virtual assistants. From March to June 2020, STC Group implemented dialogue scenarios on more than 7.5K issues in the chatbot.

When using it, the dialogue between the bot and a user will be analyzed, and the smart bot will develop itself. The hybrid classification, a combination of rules and machine learning, will be used to develop the bot and understand user queries more accurately. New topics will be created, and existing ones will be updated.

Down the road, the chatbot will be able to provide information on working hours of stations, changings, crossings on the Moscow Central Circle, Moscow Central Diameters, and Intercept parking lots neraby the subway. The chatbot will help automate submission of applications and service response and find lost items as well as calling the Mobility Support Center for assistance. In addition, the bot will be able to hold an informal dialogue with users.

STC Group embedded a universal API connector in the chatbot, which helps to communicate with passengers via different channels without an operator. The basic communication scenario is still the same for all channels, but a special character of communication is considered for each one.

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