VS Robotics introduced a robot operator into the PIC-Comfort contact center

2021: Introduction of the robot operator into the contact center

On April 2, 2021, VS Robotics announced the introduction of a robot operator into the contact center of PIK-Comfort Management Company. This solution allows you to process any number of calls without increasing the number of operators, while maintaining high requirements for the client service. Under the VS Robotics brand, ActivBusinessConsalt (part of the Sber ecosystem) is developing a direction for the development of products and solutions based on speech technologies.

The robot operator began work at PIK-Comfort Management Company, presented as of April 2021 in 16 regions of Russia with a total area of ​ ​ serviced housing of more than 50 million m2. The volume of real estate of the management company exceeds 11 thousand apartment buildings, which creates a serious burden on the operators of the contact center. The solution from VS Robotics will help reduce this burden by automating the process of regularly informing subscribers about the need to make a payment or about planned work on real estate.

In the first 3 months of operation alone, the robot operator made a call to more than 250,000 customers of PIK-Comfort Group of Companies. During this period, the robot completely allowed replacing the first and second outgoing calls to customers, while the current contact center employees took into work only complex tasks that require their direct participation. This solution covers 100% of subscribers.

A large-scale project with one of the management companies is aimed at maintaining the permanent information space necessary for the well-being and comfort of residents, as well as reducing the burden on operators, "said Dmitry Teplitsky, General Director of ActivBusinessConsalt.

Digitalization of all possible processes is inevitable for the future of the company, including in the housing and communal services sector, "comments Vadim Sevryukov, director of tender procedures at PIK-Comfort Group of Companies. - Therefore, we constantly strive to implement the latest technological solutions and cooperate only with proven and reliable partner companies. This guarantees us an improvement in the quality of our own service and the services provided to the population,

In 2021, as part of the second and third stages of the project, it is planned to scale up the solution for receiving incoming calls, as well as informing on the status of applications and for conducting surveys.