MTT has developed a voice assistant for "Учи.ру"

2021: Create Voice Assistant

The provider of intelligent solutions for business of MTT JSC on November 9, 2021 announced the development of a voice assistant for Учи.ру, one of the largest EdTech projects in Russia. The digital assistant, assembled on the MTT VoiceBox platform, helps monitor the quality of educational programs and the convenience of working with the platform, as well as sell services.

Учи.ру - Russian online educational platform, on which more than eight million students from all over the country study school subjects in an interactive form, study programming, develop their skills, prepare for all-Russian verification work (VDP) and the main state exams (OGE), participate in Russian and international Olympiads.

The voice assistant from MTT provides users with a wide range of possibilities for automating communications with the audience. Thanks to an open API, it can be integrated with any company information system, which improves the quality of service and efficiency of business processes. In addition, the MTT VoiceBox platform allows you to use not only the voices of professional announcers for voicing messages, but also the voices of company employees with whom customers are accustomed to communicate.

Учи.ру uses a digital assistant to query portal users and collect information about the quality of services received. The robot can also offer advice to a technical specialist, report on new programs and promotions, connect with the operator for a detailed discussion and application for connecting a new service. Based on the results of such surveys, reports are automatically generated where you can study statistics in detail and listen to or read customer feedback.

Developing a voice assistant for Учи.ру is an interesting and non-trivial task. It was necessary to create a scenario that allows you to evaluate the quality of work, get feedback, talk about new opportunities and interest new and existing users with additional services. We tested several formats and were able to find the best option that does not take a long time for customers and helps Учи.ру management get enough data to make decisions on the development of the platform. We hope that thanks to the results of the voice assistant, the process of studying school subjects will become even more interesting and more comfortable, "said Ramil Bikkuzhin, commercial director of MTT.

Previously, feedback collection occupied almost 50% of the work time of contact center employees and productivity was quite low - a maximum of 600 calls per day. Now this function has been fully taken over by the voice assistant, who makes more than eight thousand calls a day. Operators process individual issues related to the work of the platform, and also communicate with customers who are interested in new training programs, "said Svyatoslav Fedorov, product manager of the company's contact center Учи.ру. - We like both the performance of the robot and the results of campaigns. We are considering several more areas of work where we plan to automate communication with customers and increase employee productivity.

The arsenal of MTS and MTT companies has many business products that can simplify and automate business processes. The VoiceBox platform is an intuitive service that allows you to assemble your robot, which can solve quite specific client tasks without involving third-party specialists. Due to the fact that the service can be integrated with the vast majority of CRM existing in the market, it is interesting and accessible in its functionality to any business, because in fact, after implementation, it takes over all the routine work of the company, "said Andrei Zimenkov, commercial director of the MTS business market.