Бидний тухай
Багш ажилтан
In recent years, organizations have widely used AI agents in various services. In particular, by using AI agents in call services, call centers can serve many users simultaneously without being limited by the number of operators. Using AI agents in call services has many advantages, such as reducing call waiting time, providing users with necessary information without causing frustration and without time limits, and answering multiple calls simultaneously. In this article, we present the results of testing and implementing the solution of using AI in call services in a Mongolian call service operator company. Introducing this solution will reduce operator workload, reduce human resource costs, and positively impact the economy, time, and quality of service.
The digital transition is advancing rapidly in countries around the world, significantly impacting social and economic development. This shift necessitates effective government policies and regulations, the development of information and communication technology (ICT), improved infrastructure, and enhanced digital skills among citizens. Because individual digital skills are essential for a successful digital transition, many countries have prioritized the personal development of knowledge, skills, and attitudes necessary to utilize technology. To address this, they have implemented both long- and short-term policies and strategies. In recent years, Mongolia has placed a strong emphasis on accelerating its digital transition to convert public services into digital formats, improve access for citizens, enhance economic efficiency, and reduce bureaucracy. Additionally, the country recognizes the importance of citizens' readiness in digital skills as a crucial factor in this process. However, efforts aimed at developing digital skills and human resources have not been executed in a systematic or sufficiently comprehensive manner. This article discusses the structural framework of digital skills necessary for facilitating a successful digital transition.
Дижитал оролцоо нь төрийн үйл ажиллагааг илүү ил тод, хүртээмжтэй болгож, иргэдийн санал бодлыг төрийн бодлого, шийдвэр гаргахад шууд тусгах боломжийг бүрдүүлдэг. Иргэдийн хувьд төрийн үйлчилгээг цахимаар авахын тулд дижитал ур чадвар эзэмшсэн байх нэн тэргүүний шаардлага болоод байна. Энэхүү судалгаа нь иргэдийн дижитал оролцоонд юу, хэрхэн нөлөөлж байгааг тодорхойлох зорилготой. Бид энэхүү өгүүлэлд Монгол Улсын D-Petition платформын хэрэглэгчдийн оролцооны статистик мэдээлэлд үндэслэн нас, хүйс, бүс нутгийн оролцооны ялгааг тодруулж, дижитал хүртээмж болон технологийн хүлээн зөвшөөрөлтийн загвар (TAM)-ын хүрээнд хэрэглэгчдийн оролцоонд хийсэн дүн шинжилгээгээр сэтгэл зүйн хүчин зүйлс, нууцлал, итгэлцлийн нөлөөллийг судлахыг зорьсон. Түүнчлэн иргэдийн дижитал оролцоо болон цахим ур чадвар нь технологийн хүлээн зөвшөөрөлтийн түвшин, сэтгэл зүйн хүчин зүйлс, хууль эрх зүйн зохицуулалт болон бүс нутгийн дижитал дэд бүтцийн хүртээмжээс шууд хамаарч байгааг уг судалгааны үр дүнд илрүүлсэн болно.
This research work presents an innovative solution for automating call center operations using Speech-to-Text (STT) technology and OpenAI's artificial intelligence models. Call centers serve as the primary link between customers and businesses, playing a crucial role in enhancing customer satisfaction. However, they face challenges such as repetitive tasks, high call volumes, 24/7 service demands, and associated costs. we propose a solution leveraging UniMCRP/FreeSwitch and OpenAI's Threads API and File Search tools to deliver real-time AI-driven responses. This solution ensures stateful conversations, document-based answers, and real-time performance, integrating with systems like MirtaPBX and Chimege, while enabling post-call analysis. The results demonstrate that this approach efficiently handles high call volumes, reduces costs, ensures 24/7 availability, and offers scalability and future-proofing by allowing expansion of the knowledge base and integration of new features. This automated call solution represents a next-generation tool for modern call centers, optimizing resources while improving customer and agent satisfaction.
This research paper addresses the challenges within Mongolia's archival sector, where insufficient coordination among information systems, limited electronic document management capabilities, and a slow transition to digital archives have hindered efficiency compared to other public service sectors. Initiated in 1927 with modern archival practices and formalized by the Law on Archives and Record Keeping (1998, expanded 2020), Mongolia's archival system comprises the National Central Archive, seven Special Archives, seven Specialized Archives, and twenty-two Provincial and Capital Archives. Despite progress under the E-Government Master Plan and the AMS system since 2006, digitization efforts remain inadequate, with only 8-10.1% of the 180-352 million documents digitized between 2021 and 2023. Current systems, including www.digidoc.gov.mn and 23 identified programs, lack seamless document flow from record-keeping to state archives, resulting in delays and incomplete archival transfers. We propose a unified information system to enhance coordination, integrating record-keeping, organizational, and state archives with modules for electronic creation, registration, and transfer of documents. Drawing from international best practices, this solution aims to improve digitization, retrieval, and preservation, addressing issues like paper-based authentication and slow utilization. The implementation promises continuity of government records, increased electronic documentation, and decentralized access, significantly contributing to the safeguarding of Mongolia's national memory.
Traditional methods for gauging customer satisfaction in call centers, such as surveys, are often time- consuming and susceptible to bias. This paper proposes a software solution that uses speech analytics to predict real-time customer behavior during call interactions. By analyzing speech patterns, vocabulary choices, and intonation, the system identifies customer emotions and potential issues, empowering agents to proactively address concerns, tailor their communication for improved customer satisfaction, and prepare their voice and emotional state before answering the call.
The Information and Communication Technology (ICT) for improving the organizational culture and services, enhancing the transparency of the organizations’ activities, improving the quality of services, and satisfying the needs and requirements of modern societies and markets. This article proposes the technological solution for extending the Cloud-based Call Services with voice recognition. This solution can be fully implemented in the organization’s information system in a short time and at a low cost.
