"Pole" launched a virtual assistant for internal technical support

2023: Launch of Virtual Assistant for Internal Technical Support

The Polyus company uses Polina's virtual assistant to automatically process calls from employees on the technical support hotline. The project was implemented by Rostelecom using the speech technologies of BSS, which announced this on October 25, 2023.

The tasks of the robot include receiving calls from company employees, clarifying the essence of the appeal and creating requests. For example, Polina can create a request for equipment repair, replacement of consumables, desktop setup, etc. The implementation made it possible to reduce the burden on the operators of the contact center for typical cases, reduce costs and increase the level of automation of workflows within the company.

During the project, together with Polyus specialists, logical schemes of scenarios were determined, additional training of the robot on specific topics was carried out using specific vocabulary: lexically similar names of organizations, a large number of abbreviations, software names.

Working on the Polyus task of introducing a voice assistant, we preferred BSS speech technologies. The result of the command is as expected. A successful project allows you to scale it to other business tasks. Now we are working on expanding the number of topics processed by the voice assistant. To do this, we will launch the bot on additional lines in order to collect data from the most popular calls. Also in the process of coordinating new scenarios and connecting new contact centers of companies of the Polyus group, "said Alexander Yaresko, director of product management for the corporate and state segment of Rostelecom.

We are grateful to Polyus and Rostelecom for choosing our speech technologies and the opportunity to implement a complex but interesting case related to the processing of requests to technical support in the mining industry. We look forward to further cooperation: adding scenarios and connecting voice analytics to analyze dialogues and improve the practice of interacting with appeals, "said Vasily Zhilov, Deputy General Director for Customer Service at BSS.