"Omsk RTS" accepts meter readings using voice Naumen robots

On October 31, 2018 the Naumen company announced carrying out the project on integration of Naumen Contact Center with billing "Omsk RTS"; the possibility of authorization of the client by number of the personal account and a residence address is implemented. Service was started in two months and is capable to accept indications from several counters within one call.

For transfer of indications of metering devices of hot water and thermal energy to subscribers "Omsk RTS" is selected the private room. For October, 2018 the voice robot on Naumen technologies carries out the following tasks:

• determination of subject of the address of the client and the subsequent routing on the relevant service;
• acceptance of meter readings of heat supply;
• acceptance of meter readings of water supply.

In case of difficulties the client can always unite to the call center operator.

The population of Omsk in 2017 approached 1.2 million inhabitants. At such number of heat consumers and waters the contact center JSC Omsk RTS faced stressful jumps of the entering loading during acceptance of meter readings of heat and water.

To "Omsk RTS" considered different versions of solutions which allow to facilitate passing of peak loads, and came to a conclusion that implementation of robotic service with speech recognition function will become an optimal variant. Eventually, the decision to use services of power supply company – PJSC Tomskenergosbyt where the corresponding functionality based on Naumen Contact Center was implemented was made. Read more here. The implemented solution routes the entering addresses through IVR: or on one of services of self-service, or on the call center operator. In addition to a telephone component the speech platform and a dialogue system is a part of the solution thanks to what subscribers can dictate indications of metering devices. The robot transfers voice data to digits, and these data are transferred to a billing system of JSC Omsk RTS.

"Services of remote self-service become more and more popular among consumers "Omsk RTS". The company expands possibilities of online service of residents of Omsk, implementing additional communication channels. The chat-bot – a virtual assistant, the voice robot who help to pay quickly services and to transfer indications. Besides, the robot will remind our users of existence of debt". Oleg Hilko, deputy CEO for power sales activity of JSC Omsk RTS