Intelligent Voice Assistants for Technical Support Services

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.