VimpelCom (Beeline brand) spoke about a new project to introduce artificial intelligence (AI) tools as part of the robotization of operational processes.
It is reported that the “Alla” robot is undergoing an internship in the operator’s subscriber base management directorate, whose tasks include working with clients, conducting research and surveys.
Alla is an AI system with machine learning tools. The robot recognizes and analyzes the client’s speech, which allows it to build a dialogue with the user based on context in a variety of scenarios. Several weeks were spent training the system and more than 1000 dialogue scripts on basic issues were downloaded. “Alla” can not only recognize a request, but also find the correct answers to it.
In its current form, the robot makes outgoing calls to the company’s clients and conducts mini-surveys on various topics. In the future, “Alla” can be adapted to perform other tasks - for example, to confirm orders in an online store or to transfer a call to a company employee in non-standard situations and complex issues.
“The pilot project was carried out for three weeks and already at this stage showed good results: more than 98% of error-free conversations with customers, optimization of call center costs at the first stage of about 7%,” says Beeline.
It should be added that the operator already uses a robot called RobBee: his responsibilities include checking and recording cash transactions. It is claimed that thanks to RobBee, it was possible to abandon visual verification of more than 90% of cash documents, reduce the labor intensity of the process by four times and increase the speed of operations by 30%. The result is savings of millions of rubles.
Source: 3dnews.ru