A large language model 3iTechLLM "humanizes" communication between contact center operators and customers

2024: Language Model Implementation Begins in Contact Center

and 3iTech Rostelecom Contact Center"" have begun the practical implementation of a large language model (LLM) in the system speech analytics contact center. Rostelecom"" Artificial intelligence fundamentally change the methods and approaches to communicating with clients and processing their requests. This was announced by 3iTech on January 22, 2024.

source = Rostelecom

Speech analytics will have the opportunity to automatically evaluate customer calls by checklists, it will be able to understand the natural language of the operator and the client well and give advice to the operator in the usual human language. The introduction of a large language model into the work of Rostelecom Contact Center will free operators from formal scenarios of conversations with customers, which will significantly increase the quality of service and provide customers with comfort when contacting the operator, and also guarantees the correct distribution of questions to the company's specialized specialists if they cannot be resolved in an automated way.

3iTechLLM will also form the basis of Rostelecom's intentless chat bots. This will make communicating with a chatbot as similar as possible to talking to a person.

Betting on innovation keeps our industry high. The introduction of a large language model is an important trend in improving the quality of service. This is a competent building of the mechanism of operation of the contact center, the next step in its digitalization. The platform for the implementation of modern LLM technology was speech analytics of its own development. Customer appeals will now be processed even more accurately, but no less humanely. In addition, the transparency of processes makes it possible to make operational business decisions for our customers and partners, "said Sergey Shishmarev, General Director of Rostelecom Contact Center.

Extensive expertise in the field of development and accumulated experience in the use of speech analytics in the largest contact centers give us the opportunity to introduce a large language model of 3iTechLLM in the contact center of the largest provider of digital services and solutions in Russia - Rostelecom. Our goal is to give customers the most modern solution, support and develop it, providing leadership positions of our partner and customer, "said Alexey Lyubimov, General Director of the 3iTech.