3iTech implemented an omnichannel speech analytics system for the online hypermarket holodilnik.ru

2021: Implementation of Omnichannel Voice Analytics System

Company 3iTech constructed for contact center, the Russian online hypermarket of household appliances and holodilnik.ru electronics the omnikanalny system of speech analytics. The system, created on the basis of artificial intelligence (AI), helps the retailer improve the quality of operators and speed up the service process, the 3iTech reported on June 8, 2021.

The AI-based voice analytics platform 3i TouchPoint Analytics processes voice and text-based incoming customer communications, analyzing dialogs by more than 30 parameters and checking them for compliance with company holodilnik.ru standards. The system works with calls to,,,,, to phone Telegram Viber"," as WhatsAppVKontakte Facebook well as web-widget-store Internet. Data on operators' performance is transmitted in a convenient visual form to the project manager and supervisors, who can make operational decisions regarding both individual employees and the entire department.

According to the customer, as a result of the system, the level of customer satisfaction increases: operators began to work faster and more efficiently.

In the near future, 3i TouchPoint Analytics and holodilnik.ru have the launch of new analytical tools that measure the demand for certain products, which in the future will allow assessing the effectiveness of campaigns advertizing and actions.

The 3i TouchPoint Analytics platform is built on the basis of its own 3i ASR engine using neural networks and machine learning techniques (deep learning), using NLP technologies.

"The holodilnik.ru Contact Center processes several thousand customer calls every day, so the quality of its work is of great importance to the company. The 3iTech voice analytics system, built on artificial intelligence, allowed us to increase the level of customer service and better know their preferences. Now we can not only monitor the implementation of service quality standards, but also monitor the level of customer orientation of center employees at the time of pre-sale of related goods, services and services in each individual case. After all, our main task is to correctly hear the client's request and satisfy it 100%. The voice analytics system is doing a great job. Informative dashboards allow you to quickly detect potential problems and quickly solve them before they begin to affect the quality of services, "said Vladislav Somikhin, operations manager of retail holodilnik.ru.

According to Dmitry Makarenko, Director of 3iTech Development, there is a commoditization of the market: more and more products are moving from the rank to rank and file. "In such conditions, the main field for competition of companies becomes customer experience and customer experience, and the level of service in the contact center is one of the priorities, especially for representatives of online trading. Accordingly, the role of intelligent technologies, and especially speech analytics, is growing, which makes it possible to evaluate the quality of the work of managers, hear the "voice" of each client and gain valuable knowledge about the market. Thus, for business, and especially online hypermarkets, the use of speech analytics systems becomes a significant competitive advantage, "said Dmitry Makarenko.