AI from MTS will analyze calls and chats with ecosystem clients

2024: WordPulse Implementation

PJSC, MTS the digital ecosystem, on July 24, 2024 announced the introduction of the service speech analytics WordPulse in all services: questions on services,, and communications online cinema KION MTS Bank many others. neuronets More than 300 thousand customer calls will be checked daily by phone or in chats, as well as study feedback in and. messengers social networks

WordPulse is developed by MTS AI. The service assesses the topic of the conversation and its tone. The neural network determines at what point the client's mood has changed for the worse or better. Also, the analysis of the tone of communication will allow you to receive in-depth communication analytics thanks to the ABSA module. The functionality allows you to distinguish aspects from statements, for example, in the case when customers praise fast delivery, but are unhappy with sloppy packaging, the service can build statistics on each fact separately.

Based on the results of the analysis, the system helps to create a report on the work of each employee. Based on this data, customer service center managers can, for example, provide additional training materials to employees who are experiencing difficulties, or take other measures to improve customer satisfaction. Also, the AI system allows you to quickly understand the requests that users most often contact and indicate growth points.

The use of machine learning technologies to analyze communications greatly facilitates the work of analysts. You no longer have to spend a lot of time routinely searching and collecting data, as AI takes that part of the job. This allows you to focus on more important tasks - identifying problems and finding their solutions, - commented Andrei Kalinin, CEO of MTS AI.

The in-depth analysis we receive with WordPulse ML models helps us understand customers' true attitudes to ecosystem products and services and respond to changes in their needs. Smart algorithms analyze dialogues, instantly highlighting growth zones, - commented Georgy Dumikyan, director of the MTS client service department.

Thanks to the thematization module, it has already been possible to increase the accuracy of accessing the CC to 85% and, thus, speed up the processing of the client's request. As part of the improvement of the system, MTS plans to use AI analytics online so that in the event of a difficult situation, the system can analyze the actions of the employee and promptly offer him options to increase the level of customer satisfaction.