Pipe Metallurgical Company introduces corporate chatbot

2021: Creating a Corporate Chat Bot

The Pipe Metallurgical Company (TMK) and the Russian IT company PARMA Technologies Group (Parma Technologies Group) in technological partnership with Microsoft have introduced a corporate chat bot in TMK to automate administrative and business issues. This became known on July 2, 2021. Thanks to an interactive assistant with integrated artificial intelligence, TMK freed up 20% of the resources of specialized personnel and reduced the time to submit applications to the Service Desk several times.

The chat bot was created on the Microsoft Azure platform using the Bot FrameWork and Azure SQL DB components. At the first stage, the project was implemented in the supply department of TMK, where artificial intelligence took over the processing of calls received from production with a clarification of the status of receipt of a particular order to the warehouse. To do this, the chatbot learned to poll databases, analyze and consolidate data, predict deadlines and transfer results. Information to the production department began to arrive twice as quickly, and the supply department removed part of the administrative burden and completely concentrated on providing the holding with the necessary resources.

The second stage of cooperation between TMK and PARMA TG was the introduction of corporate chat bots for solving administrative and IT tasks. The company has created a single channel for receiving appeals: from ordering stationery products to issuing passes and organizing a workplace. Chatbot is also used to submit applications to Service Desk, receives employee offers for the Corporate Ideas Exchange. Chatbot is available in the Microsoft Teams enterprise application, where any user can use it to request a particular service.

Further development of chat bots involves its transformation into a full-fledged digital navigator and an internal communication tool throughout the production company. It will be able to actively participate in the process of staff adaptation, orient in corporate IT resources, provide convenient access to internal services, promote more employee engagement and improve the corporate culture.

A cross-platform solution allows you to communicate with a chatboat from any smartphone. Virtual Assistant supports dialogue using semantic text analysis. If necessary, he will also be ready to recognize live speech. In order to personalize the chat bot and make communication with it more familiar, according to the results of corporate voting, the developers gave the assistant the name ToMK.

{{quote 'The main value of a constantly developing company is its staffing potential. In order to use it effectively, TMK seeks to free employees from routine tasks and direct their resources to solve specialized issues that require higher qualifications. Thanks to the launch of corporate chat bots, we were able to save administrative staff time and created a single, understandable algorithm for all employees of the company, according to which they can quickly request a particular service. At the same time, we continue to develop chat bots - to connect additional services and functions, expand its technical capabilities, teach intelligent request recognition and other operations, "said TMK Information Technology Director Dmitry Jacob. }}

The first step in our cooperation with TMK was the creation of a chatbot, which would allow us to receive an operational forecast for the supply of products to the warehouse. To develop the solution, a reliable and secure Microsoft Azure platform was chosen, which allows you to develop this solution in the direction of ML services. Thanks to the intelligent processing of calls, the chatbot has significantly expanded its areas of application, taking on many tasks in organizing internal communications, omnichannel interaction with service services, and navigating internal information resources. An intelligent assistant is a "live" solution that develops and adapts to the needs of the customer. PARMA TG specialists continue to collect requests from TMK employees and expand the capabilities of the bot to automate routine tasks, "said Yevgeny Ovcharov, General Director of PARMA TG.

The readiness of TMK for changes, the creation of a culture of interaction within the company helped to find a solution that significantly increases the efficiency of employees. As a result, the customer gained a competitive advantage over other market players, "said Mikhail Sizov, director of large Microsoft customers in Russia.