The robot of contact center "Moscow transport" helped to return to 12 thousand Muscovites the evacuated car

2019

Results of 5 months of work of the virtual operator in contact center

Since April, 2019 the virtual operator based on Naumen Erudite works at the line of contact center "Moscow transport". It is possible to ask it questions of evacuation of the car. In five months the robot already received more than 12 thousand calls of citizens.

The contact center continues to improve the virtual operator that it helped citizens even quicker. Having studied statistics, we drew a conclusion that a third of inhabitants are familiar with the procedure of evacuation and is not interested in parts of receiving the car — to them important to know only its location. Therefore now the person will only when he answers an additional from the robot receive the expanded information on how to return the evacuated machine. Thus, the service became even more convenient for 30% of clients — Andrey Savitsky, the head of City contact center told.

The Naumen robot processes 80% of the calls coming to the line of evacuation of cars to working time. In the long term he will be able to answer all 100% of calls of citizens. An opportunity to communicate to the operator in a situation when, for example, the person is not the owner of the car or the machine belongs to service of car-sharing at Muscovites still remains.

End of the first stage of start of the voice robot in contact center

On May 24, 2019 the company NAUMEN announced end of the first stage of start voice robot in contact center "Moscow transport". The virtual assistant defines location of the evacuated machine and explains how to issue its return. In a month the robot serviced already more than 1000 people that made 10% of all addresses on evacuation car which came to contact center.

The virtual assistant on AI- the platform Naumen Erudite requests state number of the car and after search on to the database designates date, time, the initiator of evacuation and the address of the special parking to which delivered the machine. The robot also tells where and how to process documents for return and what to do if the car is taken away not by the owner.

Implementation of the virtual assistant allows not only to unload a part on employees of contact center, but also to provide better customer service: according to the statistics the Moscow Department of Information Technology, the voice robot services residents of the capital twice faster than the operator.

Andrey Savitsky noted:

month the virtual operator works at a hot line 'Moscow transport' in the pilot mode. The robot helps Muscovites to obtain information on the car quicker. More than one thousand people already talked to the virtual operator - it is about 10% of the total number of calls by an occasion of evacuation of the machine which arrived for this month.

Over time the robot will accept and process up to 100% of the addresses connected with evacuation of the car in the capital. At the same time at Muscovites an opportunity to discuss additional or difficult issues with the operator will remain.