Rostelecom Service for automation of support services

Main articles:

• CRM (Customer Relationship Management System)
• Neural networks (neural networks)
• RPA (Robotic process automation)

2021: Service Presentation for Automation of Support Services

On December 15, 2021, Rostelecom introduced a service with artificial intelligence for robotizing the support service.

The service combines human expertise with artificial intelligence and is designed to optimize and increase the efficiency of customer support services. The neural network understanding mechanism with simple knowledge base management is adjusted to the client's needs without additional programming and involvement of IT specialists. The system is capable of conducting both incoming and outgoing communications and providing a full cycle of support for user interaction. The solution can be integrated with any services, ITSM systems, billings in order to automate standard processes and procedures.

We offer our partners only proven and detailed solutions, which we operate internally and constantly improve. Automation of support services for many operators is a pressing task, as it frees up human and material resources. Our service will cost much cheaper than its own development, but most importantly, it will give a guaranteed result. Statistics on the example of client experience show that after its introduction, taking a new employee to work instead of a month takes only two days, and waiting for a response through a chat bot is reduced from three minutes to zero, "said Ekaterina Kazakova, director of the sales department for regional telecom operators of Rostelecom PJSC.

Our approach to communication partners is based on an understanding of the needs of their existing and potential customers, who primarily need diverse and efficient services. And in this sense, we, as everyone, providers are in equal conditions, but together with the combined opportunities, thanks to the experience and competencies of Rostelecom, we will be able to offer subscribers more opportunities regardless of which brand they use, "said the Pavel Shalyugin director of work with operators of communications the macro-region" Center "PJSC" Rostelecom. "

The solution on the basis of which the service was built has already been tested on the experience of Rostelecom and is used for client technical support of 25 B2B and B2C services. Among the most striking results of the solution application are more than 20 million rubles of savings per year and an increase in the consumer loyalty index (NPS) by 34 points.

We can also say that we are not limited only to technical support. Using this product with internal systems, we will be able to automate any customer business processes. Through a chat bot, you can send various notifications on events, run approvals in instant messengers, conduct surveys and much more, "added Maxim Ratnikov, lead product manager of the inter-operator interaction unit of the Rostelecom Corporate Center.