Intelligent digital services in russian railways: increasing productivity and automated support for it service availability and continuity

Abstract

The article discusses the process and state of implementing digital services (software robots and chatbots) in JSC "Russian Railways" in the context of the ongoing global digitalisation of the economy and approaching intelligent automation of business processes. Based on the results obtained, the impact of advanced digital technologies on reducing the labour costs of Russian Railways employees for routine tasks, increasing their labour productivity, improving the quality of services provided to customers and guaranteeing the IT infrastructure's reliability is assessed. The goal of this work is not only to review this emerging issue and assess the degree of company's digital transformation and its impact on the low labour productivity concern, but also to vision the prospects of achieving the major goal to implement the Artificial Intelligence system, with software robots and chatbots as tools, and subsequently the paradigm of intelligent process automation as global trends.