РТК КЦ: DO Digital Assistant RoBot (DO RoBot)

The main articles are:

• Speech Recognition (Technology, Market)
• Speech technology: On the path from recognition to understanding
• Call Center: Purpose, Types, and Tasks

2024: Inclusion in the register of domestic software

Rostelecom Contact Center (D/O: Digital Operator) has registered its own development in the register of domestic software of the Ministry of Digital Development of Russia - an intelligent digital assistant DO Digital Assistant RoBot (DO RoBot) for processing calls. The robot became the third product of the company to be included in the register. The company announced this on March 28, 2024.

source = Rostelecom Contact Center

A professionally trained Rostelecom robot communicates with customers in chats and by phone using algorithmic machine learning and deep neural networks, understands live speech and questions and answers them according to the developed scenario. The branded chatbot allows you to solve up to 80% frequently asked questions, works 24/7, reduces the burden on operators.

The solution with the use artificial intelligence is in demand in such business areas as financial services,,, insurance, retail- health care cargo transportation Internet providing and others, where automated round-the-clock support is needed at a low load on. contact center

This digital solution is our IT team's own development. In 2023, an intelligent digital assistant processed 48 million calls and 10 million calls in chats. The successful implementation of the project made it possible to enter the register of domestic software, which will make it possible to scale the solution for any tasks of business and government agencies. The digital transformation of the tools of the contact center operators is an important stage in the transition of the company to import substitution, "said Sergey Shishmarev, General Director of Rostelecom Contact Center.