PIK-Comfort optimized customer service with BSS voice solutions

2024: Voice Assistant Launch

Virtual assistant and voice analytics help PIK-Comfort improve customer service on the incoming contact center line. BSS announced this on April 18, 2024.

PIK-Comfort serves more than 800 thousand residents in 11 regions. Striving for accessibility and openness for its customers, PIK-Comfort solves residents' issues around the clock by phone and online, processing more than 50 thousand calls and calls per month.

In order for interaction with residents of serviced houses to be even more prompt and effective, PIK-Comfort introduced a voice assistant on the incoming contact center line. The virtual assistant based on the BSS voice platform is able, in fact, to respond to citizens' appeals, understands and helps with key requests, which allows subscribers to receive the necessary information without waiting for a long time on the line.

Automation of residents' requests by the robot is 62.36% and continues to grow. This percentage includes appeals, to which the voice assistant answered completely, without transferring to the operator. As well as the transfers provided for by the scenario to the allocated groups of operators on the topics "Commerce," "Debt Collection Department," "Emergency and Accident."

The robot advises on 50 topics, and PIK-Comfort specialists developed 8 of them independently, using the no-code tools of the Digital2Speech platform, which allow you to easily and quickly, even without special skills, create new scenarios for communication between the robot and the subscriber. PIK-Comfort is aimed at the dynamic development of virtual assistant service and improving client service.

Among the topics to which the virtual assistant answers, questions about working with your personal account (registration, transmission and editing of meter readings, receiving and changing a password, paying online receipts, linking a bank card, changing a phone number, etc.). Questions about the entrance (cleaning, mailbox, intercom code, attic/basement, etc.). As well as issues related to the work of the Criminal Code, insurance, heating, payments and recalculations, verification of meters, home Internet and television, ordering certificates/statements, clarifying the status of the application, etc.

The integral part of the installed solution is speech analytics, which is always supplied and configured for the virtual assistant based on the client's tasks. With its help, an analysis of conversations between subscribers and the voice assistant is carried out, the structure of residents' appeals is monitored, including new topics for their automation are identified. For greater clarity and efficient operation, custom visualizations are set up that show the structure of requests for a certain period, the reasons for the completion of the call and transfer to the operator. Thus, it is possible to easily and conveniently obtain an overall picture of voice assistant service and track growth areas.

As a result, the voice assistant allowed PIK-Comfort to unload the contact center operators, increase the efficiency of answers to the most popular questions of residents, and improve the quality of service. Voice technologies help the management company improve customer service and increase subscriber satisfaction.

By building a service for residents of houses, we are increasingly focused on technologies that benefit both us as a management company and residents. Speech technologies make it possible to optimize the work of our contact center and simplify the life of citizens of the regions of our presence. I am sure that with the development of automation and the addition of voice assistant voice analytics for contact center operators, the positive effect will be multiple, - commented Vasily Levin, General Director of PIK-Comfort.

PIK-Comfort has built an intellectual service center in Tver. It can be seen that the company qualitatively serves the client on his entire life path, from buying an apartment to providing high-quality services with the help of operators and intelligent services, "said Vasily Zhilov, Deputy General Director for Customer Service at BSS.