CraftTalk in service with the Belarusian service network MastPIN

2021: AI Platform Implementation CraftTalk

On June 9, 2021, CraftTalk, the creator of the AI-platform for text contact centers, together with a Belarusian partner - Newland Technology, announced the implementation of its solution in the call center of MastPIN, a network of authorized mobile equipment service centers in the Republic of Belarus.

To ensure the improvement of service quality, MasterPIN management decided to automate the call center of the company Chat Bots on the basis of. CraftTalk platforms He works in conjunction with operators and learns on the constantly expanding knowledge base of the call center. Bot answers visitors to the site in,,,, messengers Viber Telegram Facebook Messenger social network VKontakte most standard questions, such as the mode of operation of points, their addresses, working with a brand of equipment, etc.

For the convenience of obtaining statistics, analytics and managing the call center for leading employees of MasterPIN, the omnichannel platform CraftTalk combines information from different communication channels in a single office of the platform. You can also view online customer ratings based on the level of satisfaction with the response. In the complex, this gives additional information to the management of the MasterPIN network for making decisions on the development of client service.

"According to the results of the implementation in the first months of the call center in conjunction with the chat boat, the bot independently processed 30% of requests, the call center operators, together with the bot, processed 60% of requests. The remaining questions were processed by the staff of the call center, "said Marina Dudnikova, head of the MasterPIN contact center, about the first results of the project.

"A distinctive feature of our platform is the possibility of integrating artificial intelligence CraftTalk with the jobs of operators and the speed of self-training of the platform. In call centers, where the solution has been working for more than 8 months, up to 70% of incoming requests are processed by artificial intelligence, "commented Konstantin Prokofiev, sales director at CraftTalk.