Rostelecom's intelligent service processes more than half of calls to the contact center of the Unified Gasification Operator

2022: Processing of 55.5% of incoming calls for the year to the contact center of the Unified Gasification Operator

The digital service Rostelecom"" processed more than 55.5% of calls received per year contact center by the Unified Operator of LLC Gazprom Gasification"." Over 12 months, more than 180 thousand calls were registered. This was announced by Rostelecom on December 19, 2022.

This is a project for remote customer service of resource-supplying enterprises, in which a virtual robot distributes calls, enters them into the database and answers questions. The Voice Assistant solution for automating reference services and hotlines based on artificial intelligence technology was developed and implemented by Rostelecom.

Rostelecom offers business technological and safe means of communication. Voice Assistant is one such solution. Intelligent information systems for voice communication have already proven themselves in various fields. By minimizing the operator's involvement in informing or solving incoming user tasks, this solution reduces the cost of infrastructure and resources of contact centers, noted Vladimir Volkov, Director of the Department for Work with Large Corporate Clients of Rostelecom.

Since December 2021, the list of topics with which users can contact the contact center of the Unified Gasification Operator has significantly expanded. As of December 2022, it covers 65 areas, 57 of which relate to the dogasification program. The number of calls compared to 2021 has more than quadrupled: on average, this is more than 1 thousand calls daily, and in some periods the contact center receives up to 3 thousand per day. The use of "Voice Assistant" provides 100% reception and processing of calls.

Since July 2022, the contact center also receives all calls from gas distribution organizations in the Leningrad Region. This made it possible to test and implement a function - informing applicants with unsigned contracts on the deadlines for transferring documents to contractors and clarifying the list of missing documents for gasification. There is also a function of coordination with subscribers of bypass time for maintenance (maintenance) of internal gas equipment, which helps to significantly reduce maintenance time, said Natalia Tarasova, head of the Unified Service Center of Gazprom Gasification LLC.

Technologies for optimizing the resource base, which are used in managing the contact center, allow operators to fully and competently answer all questions. For example, applicants can record an appeal and, depending on the topic and complexity of the question, receive comprehensive information in writing or orally. The function of assessing the quality of service on a 10-point scale helps to improve the client service in the contact center. Since the introduction in April 2022, the average assessment of the work of the voice assistant and the completeness of the response has been 9.96 and 9.9 points, respectively.

2021: Contact Center Launch

Rostelecom"" December 21, 2021 announced the launch into trial operation contact center of the Unified Gasification Operator - LLC "" Gazprom Gasification(part of the "" group Gazprom Mezhregiongaz). The contact center automates the reception and processing of consumer requests, and will also become an additional source information of citizens about the possibility of connection gas within the framework of the project for the development of gas supply and gasification of regions.

Rostelecom allocated a federal 8-800-101-00-04 number for the contact center, calls to which are free for users from any region of the country, and also introduced a voice assistant. It allows you to process up to 500 simultaneous incoming calls around the clock, reducing the load from contact center operators by more than 65%.

Technologies allow solving important social problems, while the customer receives an effective and reliable tool for communicating with consumers, which allows to reduce the burden on operators, increase operational indicators and quickly obtain the necessary statistics to analyze the effectiveness of the contact center. At the same time, all service control occurs automatically, which means that the human factor and subjective assessment of operators are excluded, "said Valery Ermakov, senior vice president for work with corporate and state segments of Rostelecom.

The social nature of dogasification is manifested not only in the free connection of the pipe to the site for the population, but also in the creation of conditions for support and interaction with potential subscribers through all possible channels. The contact center of the Unified Gasification Operator will provide critical advice to applicants on dogasification issues. In the future, its functionality is planned to be expanded, - said Sergey Gustov, General Director of Gazprom Gasification and the Gazprom Mezhregiongaz group.