"Nanosemantic" has improved the processing of incoming calls "Capital Life" using AI

2024: Creating a Voice Menu

Nanosemantics"" created a robotic voice menu with application artificial intelligence for the company. "" CAPITAL LIFE As a result, the customer reduced maintenance costs contact center and increased customer satisfaction. This was announced by "Nanosemantics" on April 16, 2024.

CAPITAL LIFE is an agency insurance life company with more than 7,000 financial consultants across the board. to the country It occupies high positions in the market in terms of the number of existing accumulative life insurance contracts Russia in and has a large authorized capital.

CAPITAL LIFE is actively applying digital methods and online technology to insurance and customer service. Innovation in business processes helps to take care of the financial well-being of customers and help in the implementation of their life goals and plans, regardless of external circumstances.

To reduce the burden on the contact center and optimize costs, CAPITAL LIFE management decided to modernize the processing of incoming telephone calls. Previously, the company used the classic Interactive Voice Response (or) IVR - a prerecorded voice messaging system that performs the function of routing calls.

Despite the popularity of this tool, it has a number of disadvantages. For example, for some people, navigating the IVR menu can be difficult even taking into account system optimization according to user experience. Callers may not be satisfied with the need to listen to repeated information when pressing the wrong button or when returning to the main menu.

The voice chatbot has a number of advantages in front of the button menu. By offering a more natural and efficient user experience, it is able to freely understand and process natural human language. The voice chatbot helps the user move and switch to the menu more adaptively, while within the button menu, the caller is limited to a predefined set of items.

To improve IVR using a voice chatbot, the client turned to Nanosemantic. The company proposed the use of hybrid technology, which is based on the use of neural network natural language processing technologies () NLP and models for text generation (GPT), (speech recognition ASR), speech synthesis (TTS), as well as intelligent chat boats and classical. programming

To train the neural network, an array of data from CAPITAL LIFE was used, consisting of a large archive of telephone records on certain topics. Data processing was carried out using the NLab Marker markup service. The IVR voice was the voice of announcer Artyom from his own voice library for speech synthesis from Nanosemantics.

Now, at the time of contacting CAPITAL LIFE by phone, the subscriber interacts not just with the audio recording according to the planned scenario, but with a high-tech robot capable of conducting a dialogue and determining the specifics of customer requests in real time. Each client request in audio format is carefully analyzed in real time using the speech recognition service from Nanosemantics. Further, using neural networks, the system classifies the received information and addresses the subscriber in the most suitable direction of service according to the pre-configured menu logic or transfers it to the operator.

With the introduction of the voice bot, the upgraded IVR system has improved routing features, ensuring that calls are routed accurately and quickly to the appropriate department, department, or department. In addition, the new system expands the range of service opportunities, including changing or extending the terms of the contract, making payments, passing questionnaires, etc.

During the project, the developers of Nanosemantics focused on creating a system that optimizes the operation of the contact center and significantly improves interaction with customers. The IVR integrated voice bot guarantees the accuracy of request recognition within 80-86% on 17 key topics of first-line service. We are proud of the project with CAPITAL LIFE, as we were able to implement automation that improves the quality of service, and does not block the business from the client, - commented Stanislav Ashmanov, CEO of Nanosemantics.