Intelligent voice assistants for technical support services

V. A. Orlov^a, A. V. Gavrilenko<sup>b

a</sup> Surgut Branch of Scientific Research Institute for System Analysis of the National Research Centre “Kurchatov Institute”, Surgut, Russian Federation
^b Surgut State University, Surgut, Russian Federation

Abstract: We reviewed the theoretical foundations of designing an intelligent automated system – a voice assistant for technical support services. We examined the key components of voice interaction: automatic speech recognition (ASR), natural language processing (NLP), dialog management, and text-to-speech (TTS). We analyzed architectures of such systems, including monolithic, client-server, and microservice architectures, and highlighted the advantages and limitations of each. Based on this analysis, we validated the use of a microservice approach in high-load service environments. We also conducted a comparative analysis of existing voice assistants adapted for Russian-speaking users in terms of their applicability to technical support automation.

Keywords: voice assistant, technical support, automated system, natural language processing, microservice architecture.