Samolet was the first among Russian developers to use voice biometrics in call centers. It will add 0.5 billion rubles to revenue

"Aircraft" was the first among Russian developers to use voice biometrics in call centers. The group announced this on March 11, 2021.

The project of identifying clients by voice to improve the quality of service in the contact center of one of the largest developers in the Moscow region was implemented with the participation of the MDG company. She introduced voice biometrics, supplemented by intelligent speech analytics with emotion recognition, which will help identify the buyer who contacted the contact center by voice, and create the most effective and emotionally comfortable dialogue for him at the call stage.

"Aircraft" began to use voice biometrics in call centers

In the future, regardless of the phone number from which the call came, it will be possible without the participation of the operator to immediately connect the client with the personal manager, to conduct a dialogue taking into account the experience of communication and preferences, without losing the context of past communications. This will eliminate long waiting on the line and unnecessary switching.

Aircraft predicts that the introduction of voice biometrics will increase customer loyalty and get an additional effect from sales in the amount of up to 500 million rubles a year.

The introduction of voice biometrics is an expansion of cooperation between the MDGs and the Airplane group. The first joint project was the introduction of an intelligent customer base management system to improve the efficiency and quality of sales. Three months after the start, the project showed the first results - the duration from the initial meeting to the signing of the contract decreased by 14%, and the number of sales actions per manager increased by 21%. According to Aircraft forecasts, speech analytics will help bring the conversion from calls to sales office visits to 75% already in 2021, increasing end-to-end conversion.