CraftTalk helped Magnet to develop family of chat-bots

2021: Implementation of the platform of corporate chat-bots

Based on the solution of the resident of Skolkovo Foundation, CraftTalk company, one of the Russian retail networks "Magnit" implemented the platform of corporate chat-bots for text contact centers. The retailer creates the uniform internal information field ensuring comfortable functioning of personnel and efficiency of business processes. The Fund reported about it on February 1, 2021.

The combined team of Magnet and CraftTalk developed family of chat-bots for different business divisions of retail chain stores:

• Uniform contact center,
• General service center,
• the divisions working with Uniform state automated information system (UNIFIED STATE AUTOMATED INFORMATION SYSTEM),
• Department of marketing, etc.

All bots are technically implemented on the CraftTalk platform, for each of them knowledge bases and scenarios of working off of requests are created.

For these purposes we made the decision to implement the platform of corporate chat-bots for employees, the majority of requests from personnel goes according to standard procedures. The project on development of scenario, intellectual chat-bots on the domestic CraftTalk platform is directed to automation of internal business processes and decrease in load of administrative personnel of network, told Oleksandr Tkachenko, the director of transformation of IT of Magnit network

For platform operating time bots already processed thousands of requests that allowed to transfer the large volume of routine questions to text communication, noted Denis Petukhov, the CEO and the co-founder of CraftTalk company

For February, 2021 corporate chat-bots of Magnet work in messengers Telegram and Viber, at the same time are integrated with working mail and a web chat on a corporate portal. Integration of virtual assistants with WhatsApp, the platform Microsoft Teams and mobile application networks is in the long term planned. Connection of staff of Magnet to any of bots is carried out according to direct references from messengers and also on To QR codes, specified on leaflets, instructions and the internal portal.

The chat-bots capable to perform routine work in such divisions as HR or the secretariat, considerably will lower load of employees. Especially there is a wish to select the idea of creation of an IT bot as often users write a large number of the same questions to IT support. Now they can receive answers to them quickly and competently. This integration is represented very perspective in terms of economy of both material, and human resources, specified Andrey Konshin, the project manager Klastera of information technologies of Skolkovo Foundation

When implementing the project a number of important technical issues is also solved. For example, the agent of Rest API who allows the staff of the company to carry out without skills of programming setup of integration on the platform is developed for easy integration with internal systems of Magnet. The authorization mechanism using Active Directory Federation Services (ADFS) in messengers is developed for access rights restriction to internal resources of Magnet through the chat-bot. Bots are integrated with internal systems of retailer HelpDesk and Active Directory.