AI-Powered Badges in Russia Aim to Improve Communication in Clinics
The pilot project is designed to reduce conflicts between patients and front-desk staff.
A pilot project using audio-recording badges has been launched in the Ural region, according to Sverdlovsk Region Deputy Governor Tatyana Savinova, who spoke about the initiative on the television program Open Dialogue.
As part of the project Perezagruzka (Reboot), front-desk staff at nine clinics in Yekaterinburg received the special badges. The region previously recorded the highest number of complaints related to clinic reception services.
The devices will record conversations between reception staff and patients. According to Savinova, the spoken words are converted into text and processed using artificial intelligence. The system identifies the use of undesirable phrases and calculates the proportion of “prohibited” and encouraging expressions in conversations. For example, receptionists are not allowed to use the word “no.” If appointment slots are unavailable, staff members are expected to offer alternative solutions rather than simply refuse a request.
Not a Punishment, but a Motivation Tool
As Savinova emphasized, the project is not intended to monitor staff or punish them. Instead, it is designed as a tool for analyzing conflict situations and training healthcare workers in standardized communication practices.
Data collected through the smart badges will be used to develop model communication standards for medical institutions across the city and to create a performance ranking for clinic reception services.
