Evraz launched a digital assistant to collect communications from trading partners

2021: Chatbot and CRM Integration

• On AI iPavlov September 15, 2021, the company announced the completion of the development of an intelligent digital assistant to collect constant feedback from trade global partners mining and metallurgical company EVRAZ, , which will: simplify communication with customers, maximize conversion, save counterparty time and get more answers.

The dialogue scripts of the digital assistant in the format Chat Bots are implemented messengers Telegram in and, WhatsApp where several scenarios of interaction in the Russian language are created: communication with the client in passive mode (the chat bot responds to the initiation of the dialogue by the client) and communication with the client in active mode (the chat bot sends the message first).

Within the framework of the main scenario, the chatbot implements the basic 'small talk', talks about itself, about its functions, tells the user what topics can be addressed to it, answers questions related to customer service.

In the second scenario, informational or transactional outgoing messages are sent to the customer at the telephone number. Quick answer buttons are attached to the message. The client can respond both by pressing the button and in free text form. The response result (date, user data, response text) is sent to the EURAZ customer relationship management system (hereinafter referred to as CRM). This scenario also includes possible branches of the dialog, more detailed scenarios that are worked out at the stage of the product implementation. In addition, the customer has the ability to configure additional chat bots functions depending on their own priorities: subscribe to the status change report of all or a specific order, detail some items, leave feedback without reference to a specific order, configure the frequency of alerts, etc.

{{quote 'Digital Assistant iPavlov is distinguished by an increased intellectual component, which allows it to freely navigate the branching of scenarios and several levels of dialogue, correctly understand the current context, as well as timely process dialogue errors and return the interlocutor to the given scenarios, "said Oran Akopyan, General Director of the iPavlov, Executive Director of the Research Center Shvabe JSC at IFU. }}

The implementation of the project meets the strategic priorities of EVRAZ: maintaining a high level of customer orientation and improving processes. Now any employee of EVRAZ partner company will be able to receive up-to-date information about the order through the integration of chat bots with the CRM system, leave feedback on any business process around the clock, as well as receive answers to the most popular questions about products and sales conditions, "said EVRAZ Director for Electronic Commerce and the development of new sales channels Andrei Sorokin.

EVRAZ and iPavlov plan to develop the project. The integration of chat bots and CRM in the future will allow EVRAZ partners, including, to switch to electronic document management with the company. It is also possible to significantly expand the audience of the project by connecting retail customers of the metal trading company EVRAZ Market. The third direction of development is the addition of intelligent features (for example, recognition of user voice messages) to the chatbot, which will make the solution special for the industry and will significantly improve the user experience.