CST created for Tele2 of the intellectual chat-bot which processes 80% of requests without involvement of the operator

2020: Creation of the intellectual chat-bot

On June 11, 2020 years it became known that CST group (enters an ecosystem Sberbank) together with IT- the company Croc automated online service of subscribers Tele2 in digital-channels using "smart" chat-bot.

The text bot is created by a command of CST based on own product ChatNavigator — the omnichannel dialogue platform for creation of intellectual virtual assistants.

At the expense of the carried-out setup of scenarios and integration with information systems of the operator, in the chat-bot dialogue scenarios more than on 1000 subjects, and not only standard are implemented, for example, about location of the nearest office, but also difficult — on change of a rate, correction of payments, service in roaming and services "You share gigabytes". Thanks to artificial intelligence technologies and machine learning, during dialogs with clients chat-bot Tele2 is capable to study and more precisely to distinguish sense of requests.

The group of CST developed in the chat-bot the universal connector (API) which without the assistance of the operator allows to communicate with clients of Tele2 in different channels: Viber, VKontakte, WhatsApp, mobile application of Tele2 on Android and iOS. Besides, integration of the chat-bot with a virtual voice assistant Alice is implemented. At the same time the basic scenario of communication with the client remains identical to all channels of the address, but for each channel the specifics of communication are considered.

Using experts of CROC the company implemented integration of ChatNavigator with Tele2 business systems and also with the Active Directory system that allowed to work in a local network of the operator and to get automatic access to the interface of the chat-bot.

Demand for voice and text chat-bots grows from year to year. Such solutions for the companies with big base of clients, for example, in the telecom industry, banking sector or retail are especially relevant. Application of chat-bots not only reduces costs for contact centers, but increases a customer loyalty and allows the companies to understand the audience better.

Tele2 as the technological company uses modern approaches to customer service and integrates developments of artificial intelligence into the interfaces. The chat-bot significantly lowered load of call center operators, and, above all — allowed us to become closer to our digital audience which is actively using messengers, social networks, mobile applications. Success of this project and also integration of the chat-bot with Alice stimulates us to introduction of AI technologies into voice channels of service and creation of a voice bot — Elena Yurina, the director of remote service Tele2 told.

When contact centers of the banking sector, retail and a telecom experience enormous strain, chat-bots come to the rescue: the intellectual assistant is flash-like, quickly investigates a digital landscape and formulates the correct answer, improving the user experience. Qualitative chat-bots allow to satisfy needs of progressive clients, to lower operating costs and to increase capacity of contact centers. The project implemented by us for Tele2 shows it. A modern trend — full automation of contact centers, and our examination allows to perform it — Dmitry Dyrmovsky, the CEO of CST group noted.

Chat-bots save customer information after each interaction, analyze what goods were purchased by the person that suited it and that — no. Thanks to it the companies can increase quantity of cross-sell of sales. Besides, chat-bots constantly develop and each time solve more and more complex problems, for example, as the chat-bot which we implemented with group of CST for Tele2. Modern chat-bots give the answer instantly, in the usual interface of the messenger. All this helps the companies to conform to the international standards of service and to compete successfully in difficult conditions in the market — Sergey Malinovsky, the head "Joint Communications" of CROC IT company commented.