AutoFAQ introduced AI in the support service of MTS salons throughout Russia

2021: Start of omnichannel system

On September 13, 2021, the company AutoFAQ launched an omnichannel consulting system for MTS employees in company stores throughout Russia. The chatbot automatically processes staff requests that arise when you need additional information on customer issues and reduces the number of calls to the voice support line by 60%.

The company became a member of the acceleration program of the Center for Innovation and Investment MTS StartUp Hub and tested the solution in 250 operator stores. Within the pilot, the AutoFAQ service allowed to automatically process every fifth request in less than one second, without attracting employees of the call center.

Chatbot AutoFAQ was integrated into CRM systems and a mobile application used by retail employees. When an employee receives an appeal, the AutoFAQ system automatically answers the question or clarifies it. If the chatbot is not sure of the solution, it transfers the appeal to the support operator and prompts him to answer options. The system also analyzes communication between operators and employees of salons and is trained in the process of work to improve the quality of service.

As of September 2021, the solution AutoFAQ scaled and operates in more than 3400 MTS stores throughout Russia, with its help more than 50 thousand appeals are processed every month.

Now we help employees of MTS salons more quickly and efficiently serve customers, complementing and unloading existing support channels - contact center and CRM systems. Participation in the MTS StartUp Hub Innovation and Investment Center Acceleration Program allowed us to get a large customer and scale the solution across the country in less than a year. This is an incredibly inspiring example of how the corporation works with innovation, "commented AutoFAQ CEO Vladislav Belyaev.

The AutoFAQ solution demonstrates maximum flexibility for artificial intelligence and human collaboration. Operators and chat bots operate on the basis of unified knowledge bases, which improves the quality of the system and service as a whole. Such startups, selected by the MTS StartUp Hub accelerator, increase the loyalty and satisfaction of our customers and reduce the costs of the corporation, "said Dmitry Kurin, director of the MTS StartUp Hub innovation and investment center.