VS Robotics VS Adviser

Main articles:

• Call Center - Purpose, Types and Tasks
• Voice biometrics
• Speech technology: from recognition to understanding

call center The VS Advisor Personal Attendant Assistant is a comprehensive solution that provides a quick answer to a customer's question of any complexity, reduces customer service time, and improves customer service. The personal assistant is aimed at improving the operation of call centers. The solution was developed by the team. VS Robotics

2021: VS Advisor Announcement

On February 18, 2021, VS Robotics announced the development of a personal assistant for VS Advisor.

According to the developers, thanks to the functionality of the program, customer service time is reduced by 35%, ineffective conversations and completion of a conversation at the initiative of the client are reduced by 20%, and the probability of re-appeal is reduced by 15%. In addition, the duration of work of call centers in the company increases by 20% due to minimizing stressful situations, which favorably affects the efficiency of the entire department.

"The personal assistant of VS Advisor contributes to the transition of call centers to the next stage of digital development," said Dmitry Teplitsky, head of VS Robotics. - It helps employees to respond quickly to questions of any complexity, and is also extremely effective in the context of improving the quality of negotiations. This effect is expressed in both quantitative and qualitative indicators: for example, due to VS Advisor, the number of processed cases increases by 27%. We see that with the help of VS Advisor, the company's reputation risks are reduced, as well as the rapid adaptation of employees. Given the conditions in which we find ourselves due to the pandemic of coronavirus infection, the demand for VS Advisor for Russian companies that want to provide a really high level of support to their customers is obvious. "

The VS Advisor system is based on three technological services: real-time speech and emotion recognition, search for an answer to a question in the knowledge base and auto-completion of forms. The process looks like this: during a conversation, VS Advisor in real time recognizes and analyzes the speech of the client and the operator and, based on the trigger words, generates a response from the knowledge base to display a prompt for further work on the operator screen. Also, in real time, the system extracts data from the voice stream and analyzes the emotional state of the client and operator.

In the event of a conflict, the personal assistant issues a special situation script: for example, he can offer to transfer the call to another employee or follow the specified algorithm. At the request of the customer, the decision can transmit the emotional state of the client and operator to the supervisor, who will decide on further actions. This helps to show more empathy and avoid negative scenarios for the development of dialogue, and also prevents the emotional burnout of the operators themselves. Thanks to the technology of online transcription of audio into text, VS Advisor will fill out the necessary forms and customer cards in the CRM system for the operator directly during the real-time dialogue.

VS Advisor can be modified depending on the customer's specific goals and business objectives.