Smart robot "Rostelecom" connected to the technical support of the gold mining company "Polyus"

2023: Introduction of the Polina voice assistant

Rostelecom has automated the reception of requests at the request center of employees of the gold mining company Polyus. Polina, a voice assistant created on the basis of the unified omnichannel platform AIS "Virtual Assistant," is now coping with the most common user requests. The solution uses completely Russian software and allows the customer to independently expand the use of the robot and include different topics. This was reported on August 28, 2023 by Rostelecom.

The introduction of a voice assistant significantly accelerates the response of the technical service of the Polyus contact center, allows you to quickly respond and provide support in solving typical requests. So, having found out the essence of the appeal, Polina's robot starts applications for equipment repairs in a specialized internal system, generates orders for replacing consumables or initiates requests for setting up the desktop. In addition, the use of the robot reduces costs and increases the level of automation of the customer's internal workflows.

AIS "Virtual Assistant" uses neural networks for data saturation and continuous learning and allows you to teach acoustic and language models specific terms. Data markup, scripting and even scaling of the system are available to the customer in a convenient visual designer - this does not require the involvement of programmers.

The principal point for Polyus was the need to deploy Polina's functionality in the internal perimeter to protect the personal data of the company's employees. The solution was the implementation of a voice assistant in the on-premium format, which not only allows you to comply with security requirements, but also reduces the delay in communication between the robot and the user, and also optimizes the cost of operation per dialogue.

All components of the software product based on a single platform are included in the Unified Register of Russian Programs for Computers and Databases. Rostelecom's own full stack of technologies allows you to install robot components into the closed loop of the customer's infrastructure and work without Internet access.

At the end of August 2023, Polina passed the probationary period and is ready to take on various tasks, increasing the number of requests processed and expanding their topics.

We are actively introducing artificial intelligence technologies that automate the business processes of our customers. Such a solution as a voice robot is especially appreciated by companies and organizations whose activities are associated with a high load on voice and text communication channels both with end consumers and with internal users. For example, the robot significantly optimizes the processes of customers working in the power, housing and communal services, retail, medicine and other areas of the economy. Thanks to mutually beneficial cooperation with such industry experts as Polyus, Rostelecom significantly expands its industrial expertise and remains a reliable partner in solving digitalization problems for companies of any scale, said Valery Ermakov, senior vice president for corporate and state segments at Rostelecom.

Polina's voice assistant was created in close contact with Rostelecom, with which we have developed effective and partnership relations. By the time of the start of the project, we came up with a full-fledged vision of the final result, and well-coordinated joint work made it possible to put the solution into commercial operation in just two months. The company is actively working on training Polina, building scenarios and expanding its functionality, "robotic" lines for receiving calls. According to our employees, registering requests using a virtual assistant significantly reduces the waiting time for a solution to the problem. Speech recognition and synthesis technology has great potential to improve the client path - from already replicating to other support lines to implementing dialogues with users and providing solutions right during a call. Especially valuable for us is the fact that a completely Russian product was used to create the robot, explained Natalia Samigullina, General Director of MPSC Polyus.