The taxi service of 1331 in work of call center uses artificial intelligence technologies

The federal network of the taxi "1331" 11 of April, 2018 announced implementation of advanced technology in work of call center. From the middle of March, 2018 calls of clients are answered by the robot Anna – the special program interface capable to distinguish and synthesize the speech, automating key processes of dispatching office.

The IT solution uses Google Speech Cloud technology and own neural network. Use of the innovation approaches allowed to achieve a development deadline: the project was implemented and implemented in three months.

The robot answers all calls coming to dispatching office from Moscow. In the course of communication with the client a system cleans a voice from noise, prepares for recognition in forward express speaker circuit, will recognize the speech and answers with the synthesized voice. The robot learns the address of giving of the taxi, time, a car class and also a payment method, including can accept bonus points within the loyalty program. On the basis of data retrieveds the order in dispatching system is automatically created.

Readdressing of a call on the operator happens in case of complexity in speech recognition. At the same time the client can always ask the robot to connect to the call center agent.

"Thanks to Anna our dispatching office works even more effectively, and we can take more orders. Besides, at order placement without participation of the operator the client receives the raised bonuses. Alexander Maykhov, head of development of taxi 1331

Taxi 1331 does a special rate on technological effectiveness and will continue to develop and improve the advanced solutions further. In the next plans – implementation of support of several foreign languages. Also the robot will begin to answer initially calls in all cities where federal network 1331 is provided.