A prototype AI service has been developed for the Supplier Portal to automate the processing of support requests. The system answers frequently asked questions, determines the type of request, and routes it to specialists on the appropriate line. This was announced by Kirill Purtov, head of the Moscow Department for Competition Policy.
The key technical task is to reduce the workload on operators through automatic responses and correct distribution of requests. In addition to the request classification engine, the contestants built a web interface, tested solutions on real cases, and proposed scaling options. The best developments can be implemented directly into the portal interface.
The Supplier Portal has been operating since 2013 and automates small-volume purchases. Currently, the catalog contains over 3.6 million items of goods, works, and services, and more than 1.5 thousand contracts are concluded daily on the platform. It is this volume of requests that creates the need for an AI filter at the support entrance.