STD "Petrovich" launched a bot-breather for an operator using Naumen technologies

2023: Voice bot-souffler implementation

Construction The trading house Petrovich"" has implemented voice a bot-souffler for working with a delivery address based on the solution Naumen Conversational Intelligence. Application speech technologies for helping operators in a call is a solution that allows the company to reduce time delivery address establishments by 3-4 times and provides annual savings for a contact center of 4-4.5 million. The rub company Naumen announced this on November 29, 2023.

The intelligent bot-souffler works in parallel with the operator in calls within the framework of the topic of issuing new orders and allows you to reduce the process of working with the address from 77 to 25 seconds. The bot connects to the dialogue with the client after the delivery question, recognizes the delivery address in the speech stream, normalizes it, enters the address into the questionnaire, indicates the coordinates on the map and transmits the information to 1C. 73% of the company's employees rate the service positively and are satisfied with the interaction with the souffler. Previously, operators had to independently recognize and generate an address, switch between windows to check the address and search for a point on the map, as well as manually transfer data to the system.

At the same time, the bot is not noticeable to the client in the conversation − it takes over the internal process of the operator's work and helps to speed up the solution of the problem in the dialogue, without depriving the client of personal communication with the company representative. Also, as part of the integrated development of the contact center technology stack, the bot helps reduce the average customer service time (AHT).

Voice bot-prompter technology on Naumen Conversational Intelligence is a solution that allows you to automate a specific operator area in long and complex processes. In cases where the company is not ready to launch the robot in dialogs, and the client also shows a request for live communication, this is one of the effective ways to use dialog AI to save operating costs of the contact center, − said Sergei Popov, director of the department of contact centers and robotic systems at NAUMEN.

As of November 2023, the robot helps in 64% of delivery calls. In other cases, the operator can choose on his own − enter the address, mark a point through Yandex.Map integrated into the questionnaire, or check with delivery points − a list of all delivery addresses to the client over the past 4 months.

The solution showed significant results in the area of ​ ​ work with the address and in the future will allow solving more complex problems. The plans are to scale the technology to other projects, where the bot could help operators not only with recognizing the delivery address, for example, synchronize the bot with the knowledge base to demonstrate tips when selecting goods or on the line of the Customer Support Service, - said Ekaterina Kachmar, product manager at Sufler STD Petrovich.