BSS Virtual Assistant at Tricolor Contact Center has expanded its capabilities

2022: Voice Assistant Service Capability

On October 17, 2022, BSS announced that the BSS virtual assistant at the Tricolor Contact Center had expanded its capabilities.

According to the company, the virtual assistant, developed specifically for the Tricolor Contact Center, has been serving customers in chat on the site and in instant messengers (WhatsApp, VK, Odnoklassniki, Viber, Telegram) for two years. Not so long ago, voice assistant service was added to automated consultations in the text channel - quick and complete provision of the most relevant information on customer questions on popular topics.

The virtual assistant allows you to optimize the level of service quality and customer satisfaction, reduce the number of repeated calls and eventually change the client experience of users. All experience of interaction with clients, accumulated over two years of operation of the virtual assistant in the text channel, is now reused in the voice channel. This is implemented through a single solution core from BSS. The complete technology stack and seamless integrations of all components that are part of the omnichannel dialog platform Digital2Speech helped scale BSS solutions in the shortest possible time, with minimal involvement of resources for implementation.

As of October 2022, the virtual assistant independently processes more than 30% of client requests, and the technologies used allow you to recognize customer needs in more than 80% of dialogs.

It was necessary not only to technically and technologically solve the tasks set, but also to quickly show the business result. Thanks to the synergy with Tricolor's team, we managed to go through the implementation process and scale the experience of the text bot in the voice channel. noted Yulia Vdovina, Director of Digitalization Product for Client Service in Remote Channels

We are actively developing our virtual assistant in both voice and text channels, using the experience and expertise of BSS. The value of the virtual assistant cannot be overestimated, because it reduces the load on Contact Center operators. The virtual assistant has become a full-fledged member of our team. commented Oleg Struchkovsky, Tricolor Customer Service Director

2020: Chatbot launch

On October 22, 2020, BSS announced the launch of a chatbot for Tricolor, a multi-platform operator that represents the digital TV market in Russia by the number of users. Its client base includes 12.230 million households as of October 2020.

Servicing such a large number of users establishes especially strict requirements for the quality of the Support Service, which advises clients in 24/7 mode through any communication channel: by phone, on the website, in social networks and in instant messengers.

In order for customers to quickly and conveniently receive information about Tricolor services and solve technical issues, the operator decided to automate the processing of typical calls using a virtual assistant implemented using the natural speech processing platform Digital2Speech from BSS. This technical solution allows you to recognize the meaning of calls in natural dialogue mode, clarify additional information and give the user advice on his issue.

The development, implementation, configuration and training of the chatbot was carried out by BSS specialists with the support of colleagues from Tricolor. The consultant robot responds to most typical calls without the participation of an operator. The team was faced with the task of making the bot as loyal to issues as possible and teaching him to quickly solve them. In case of a non-standard request, the client is redirected to a Support employee. In a fairly short time, the team managed to solve all the tasks set at the first stage.

Recently, our customers increasingly prefer to communicate with the company through multimedia resources, so this direction was chosen as the first step in automation. Already in October 2020, the chatbot helps to significantly reduce the burden on the operators of our Support Service. Users immediately receive advice on almost all typical issues in the dialogue with the chat bot, - commented Ekaterina Pavlova, Director of the Customer Service Department of Tricolor.

In the near future, it is planned to transfer up to 40% of all typical requests for processing by a robot and further develop its competence to the level of an advanced operator capable of maintaining a live voice dialogue with the client on any brand issues.