The aim of the project is to develop and prepare the prototype of the Automatic Intelligent Customer Service System for PGNiG application hotlines, using innovative mechanisms for speech recognition, voice biometrics and artificial intelligence. The system will be based on Intelligent Virtual Agents to automate dialogue processes for customer communication. The use of virtual agents requires high efficiency of speech recognition. Therefore, an important element of research will be the use of deep neural networks and modelling of acoustic phenomena and pragmatic analysis mechanisms for the recognition of words in the context of a given dialogue. Additional support for customer service processes will be the use of biometric recognition resulting from the analysis of the voice and speeches of the speaker, as well as information about the client resulting from the analysis of customer activity data in various communication channels (info, eBOK, e-mail) and, where possible, from PGNiG business systems. Data analysis will be performed using artificial intelligence methods. Software interfaces will be created to integrate the System with the PGNiG communication infrastructure and domain systems containing Clients’ data, on the basis of which the System will be able to conduct a dialogue process. In particular, it will be possible to communicate with customers automatically and marketed automation ”. The prototype of a scalable service providing automatic customer service will be tested in close to real conditions. Reference number of the aid programme: SA.41471(2015/X) Purpose of public aid: Article 25 of EC Regulation No 651/2014 of 17 June 2014 declaring certain types of aid compatible with the internal market in the application of Articles 107 and 108 of the Treaty (OJ L. I'm sorry. EU L 187/1 of 26.06.2014).