VK Assistant takes first line of support at Yota

2022: Launch Digital Assistant for Yota Users

VK Assistant helped Yota launch a customer support model. The digital assistant advises Yota users, if necessary, connects consultants from among gurus or employees. Call Center Also, VK Assistant assumes the prevention of possible negative scenarios. This was reported on February 9, 2022 in. VK Digital Technologies

Source: www.vedomosti.ru

VK Assistant operates on the basis of artificial intelligence and allows you to automate user services. In Yota, the digital assistant became the base of the user support system - "Yota Guru."

All customer calls in the chat on the website and in the operator's application at the first stage fall to VK Assistant. Digital Assistant is able to process popular requests and respond to them taking into account the current situation. In Yota, dozens of systems are connected to the VK Assistant, from which it receives information to improve the accuracy of responses. For example, using data the customer's location, he can tell him that planned work is being carried out in his city. In addition, VK Assistant takes into account the context of the dialogue: it will not ask the same questions if, after solving one problem, the user immediately addresses it from another.

In cases where VK Assistant still cannot answer the question on its own, it invites the user to communicate with the guru - another Yota client who has undergone special training. If his competencies are not enough, an employee of the call center enters into business. Switching is implemented in such a way that Yota customers receive advice in single window mode.

In addition to the virtual assistant, VK Assistant has other roles in the project. So, he analyzes the guru's dialogues with clients and filters content online. In particular, this helps the company to take care of reputation, preventing possible negative scenarios. If VK Assistant notices something suspicious, such as profanity to the client or an attempt to obtain personal data, he will block the chat by connecting the user with an employee of the call center, and pass the information to the Yota security service.

"As the number of customers grows, so does the number of requests for technical support, and we need to maintain the quality of their processing. The project "Yota Guru" became the solution to this problem. Customer support from other customers has helped to optimize costs, strengthen communication between users and the company and increase their loyalty. At the same time, we entrusted the first line of support to VK Assistant. It has established itself as a solution that helps process popular requests qualitatively and quickly, " commented on Yota Customer Services Director Sergey Simanov

"VK Assistant is not a classic chatbot, with which many users try to avoid communication, but a full-fledged intelligent assistant that can solve customer problems without the help of a person. As Yota's experience shows, he copes on the first line of support, freeing call center specialists time to process really difficult cases. It is also important that VK Assistant works in 24/7 mode and is always cheerful and cheerful - as a support officer at the beginning of the day, " noted Svetlana Arkhipkina, Director of Development of AI-projects VK digital technologies