MegaFon and Axenix will develop a model of personal compatibility of interlocutors

2022: Plan for creating a model of individual compatibility between subscribers and contact center operators

On December 14, 2022, MegaFon announced that it would develop a model for individual compatibility of subscribers and contact center operators to improve the efficiency of communications. The machine learning system will select operator-subscriber pairs, in which mutual understanding and comfortable communication are more likely.

In December, a pilot project is underway: at this stage, an effective compatibility model will be formed and tested. In 2023, the new model is planned to be used in the work of the contact center.

To determine compatibility, artificial intelligence will take into account the age, gender, results of assessments and training of employees, the history of negotiations and even the operator's hobby. Communication skills of employees will also be able to influence the result: style and pace of speech, volume of voice, peculiarities of diction. As a result, calls will not be distributed randomly, but taking into account personal compatibility with each subscriber.

The technological partner of the project is Axenix. Axenix experts process the results of surveys of operators and their supervisors, as well as historical data on previously conducted calls and use them to train algorithms. The technologies of speech translation into text and natural language processing help to achieve optimal results.

We believe in the effectiveness of our partner's solution. The number of proactive calls to subscribers from the company is strictly regulated, the most convenient time for calling is calculated on the basis of big data. It is important for us that these contacts are as effective as possible - the operator accurately communicated the necessary information to the client in a convenient form, and as a result, the subscriber took advantage of a personal offer. Checking the compatibility of the client with the call center operator will be a special project for the Russian telecom market, - said Alexander Sobolev, director of strategy and business development.

Our algorithm allows us to better understand the needs of different categories of customers. So, young people under 30 are less likely to listen to the operator's proposal to the end and accept it than older people. Middle-aged people are more likely to listen to a male operator. Subscribers from 50 years and older are more likely to communicate and are more likely to accept an offer when communicating with operators aged. Earlier, our team implemented a similar service for a financial organization: this allowed to increase the conversion of calls by 5 percentage points and brought the customer a significant additional income. However, in Russia such projects are still isolated, and other examples in the telecommunications industry are still unknown to us, "said Anna-Maria Lone, manager of in-depth analytics at Axenix.