Implemented MTT the voice assistant in the contact center

2020: Implementation of the voice assistant

On February 11, 2020 MTT announced JSC implementation of the voice assistant in work of the contact center for customer service – individuals. The solution is developed based on Telecom API-MTT platforms and allows to automate incoming calls of subscribers of a domestic long distance and international telecommunication.

We concentrated on provision of services for business, but we do not forget also about the private clients – users of a domestic long distance and international telecommunication. The voice assistant will help subscribers who do not use online services and resolve issues using stationary phone, speaks Ramil Bikkuzhin, the commercial director of MTT company

Large-scale updating of Telecom API of the MTT platform in 2018 allowed the company to begin development of solutions of sledueshchy generation of voice chat-bots with synthesis and speech recognition to complex interactive IVR. This direction is priority for the company: in the nearest future MTT is going to bring to the market other products for business. The voice assistant - one of such projects.

A system will recognize the speech, defines to what subject the address belongs and gives the user necessary information or transfers to the operator.

For February, 2020 the voice assistant distinguishes more than 600 options of requests. Every week specialists carry out the analysis of calls, reveal expressions unknown to the assistant and supplement library.

The project was started in January, 2020 and already successfully processes 40% of appeals to contact center. It allowed to lower load of operators and to redirect resources on service of business clients.