Mosenergosbyt improves client experience with the help of speech technologies of the CST group

2023: Use of Synthesis and Speech Recognition Technoligies

Synthesis technologies speech recognition and groups of companies CST helped the robots of JSC "" Mosenergosbyt- one of the energy sales companies. Russia Mosenergosbyt has introduced intelligent assistants in communication channels with consumers. Also, CST technologies are used in a robot that helps to call customers with debt, recalling the payment schedule. In addition, Mosenergosbyt uses the speech analytics of the CST group to improve the quality of service contact center. in WHN reported on September 29, 2023.

Technologies of synthesis, speech recognition, speech analytics, made it possible to increase the efficiency of the contact center, to improve the client experience. In speech analytics, we already support the possibility of processing the maximum amount of speech and text data, and algorithmic training helps to continuously increase opportunities - to positively influence the offer of new products, to increase customer loyalty. We continue to develop our solutions so that the business performance and economic impact of the introduction of speech technologies continuously increase, said Dmitry Dyrmovsky, CEO of the CST Group of Companies.

We have been using CST speech technology for more than seven years. Based on synthesis and speech recognition, a service works that allows you to accept the readings of electricity meters by voice - you can call the contact center, after a question in the voice menu "What are you interested in?" say "Readings" and follow the instructions. The service allows not only to transmit readings of metering devices, but also to receive explanations about accruals, to find out the current tariff, the state of the personal account, to apply for the necessary services for replacing or installing metering devices. The introduction of virtual assistants only as part of the collection of meter readings allowed Mosenergosbyt to save more than 30 million rubles annually, optimizing the resources of the contact center. Voice virtual assistants automated more than 40% of calls, and users rated the quality of speech synthesis, noted in the press service of Mosenergosbyt.

Speech recognition technologies allow the dialog assistant to understand the question of the Mosenergosbyt client in natural language, and high-quality speech synthesis - to voice the answer. The dialogue assistant answers a whole range of questions: advises on the payment of electricity, the call of services and specialists. The voice robot has more than 80 scenarios on 89 topics.

In the contact center of Mosenergosbyt, speech analytics of the CST group is also used. Many calls that arrive at the contact center are processed by operators. Conversations are recorded to monitor the quality of service. Technology helps to study the array of records: speech recognition allows you to translate calls into text, and speech analytics - to carry out deep analysis to improve the client experience. With the help of feedback from customers, you can also identify the necessary automation zones, improve the effectiveness of the same dialog assistants.

Reports are generated on the basis of analysis of keywords, expressions and other speech indicators. The specialists of the CST group set up a number of business cases, among them: control of non-human vocabulary, greetings and goodbyes, respect for politeness, presentation of a particular offer of additional services in order to increase sales, promotion of remote self-service services - personal account and mobile application. You can also evaluate customer reactions to special offers. The results of speech analytics help to quickly respond to service problems, encourage and develop best practices, increase sales and reduce costs, including through the use of less expensive automated communication channels.