Voice bot solves more than 80% of Rostelecom customer issues using predictive model

2026: Resolve more than 80% of customer issues with predictive model

The voice bot solves more than 80% of Rostelecom's customer issues using a predictive model. The company announced this on February 6, 2026.

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Фото: Rostelecom

In total, the bot successfully serves almost 60% of all incoming calls. The predictive model using artificial intelligence (AI) analyzes information on the client's personal account, including his balance, the timing of payments, as well as the movement of funds, and predicts possible questions. If the system is highly likely to determine that the call is related to the operation of services, the bot notifies the client of the activity status of services and, if necessary, gives recommendations for their restoration or connection.

If the model determines that the call is related financial to a consultation, then based on the received information and forecasts formed using analytical models, the client receives personalized information about the state of the balance sheet. In addition, the system offers additional options for financial management and comfortable interaction with the company's services: the current state of the balance sheet, available payment services, the status of expected payments, the ability to provide the promised payment, and others.

Шаблон:Quote 'author=said Evgeny Zhukovich, Rostelecom Customer Service Director.

Using a predictive system saves time, as well as eliminates possible errors related to speech recognition or incorrect interpretation of requests online. Customers whose questions require additional analysis can continue the dialogue with the bot or switch to the operator. New tools allow operators to focus on helping with non-standard tasks.

2021: Launch of intelligent voice analytics system in communication salons

Rostelecom on December 10, 2021 announced the launch of an intelligent voice analytics system in communication salons. A high-tech solution for digital monitoring of customer service quality allows you to receive automated analytics of dialogues between visitors and employees of salons, manage business processes and improve the quality of client service.

To assess the quality of work of consultants in Rostelecom salons, special audio pages are used. Gadgets help to automatically recognize speech using artificial intelligence technologies. The system analyzes the transcription of the speech of the outlet employee by key business metrics: solving the main issue, customer satisfaction with the consultant's response, informing about current promotions, acquaintance with the "Personal Account" and other parameters. The device also allows you to assess politeness, focus on solving the client's issue, the use of parasite words.

At the first stage, the system is installed in the 12 largest sales and service centers of Rostelecom: in, To Moscow,, Vladikavkaz,, Volgograd,, Krasnodar,, Nizhny Novgorod, and Perm. Rostov-on-Don Stavropol Surgut Tyumen Khanty-Mansiysk The rest Cheat of the salons will be equipped with audio tabs during the first half of 2022.

According to Rostelecom estimates, the introduction of speech analytics allows you to constantly increase the professionalism of retail network employees, the level of customer satisfaction with service in salons and the willingness to recommend the company's services. The commercial effect is sales growth.

When implementing the system, the experience of its operation in Tele2 retail was taken into account. In the summer of 2019, as part of the pilot project, the necessary amount of analytics and operational data was collected and systematized, which made it possible to optimize a number of technological solutions. In particular, new analytics and more accurate speech recognition functions were integrated into the system, audio pages with a digital display were introduced. Recall that before the Tele2 pilot project, voice analytics systems were used only in contact centers.

"'Rostelecom' develops and provides customers with digital solutions. In sales and service centers, the company offers to test and purchase high-tech services. The quality of interaction between our employees and customers plays an important role in this process. Competence, civility, willingness to help and empathy make the communication process comfortable and positive. As a result, the salon visitor makes a consumer decision in a comfortable environment and is ready to recommend the company to his loved ones, friends and acquaintances, "said Denis Goleshchikhin, General Director of Rostelecom - Retail Systems.

Rostelecom also uses a voice analytics system in the B2B segment. The company offers its clients the product "Speech Analytics" - a service for automatic analysis of all recorded conversations between customers and customer operators. It is available when connecting the Virtual PBX service from Rostelecom.