MTS Exolve created a robot dispatcher

2024: Creating a Digital Assistant

MTS Exolve, a 100% subsidiary of MTS PJSC, has created a digital assistant for Dispatcher 24. MTS Exolve announced this on August 22, 2024.

MTS Exolve robot answers calls around the clock, collecting readings of water, heat and electricity meters from residents of several regions Russia Moscow Moscow region-,,,,,, and St. Petersburg Tyumen. Yekaterinburg Barrow Krasnoyarsk Leningrad Region It processes more than 8 thousand calls per month, in the future the solution can be scaled by geography and tasks.

Previously, residents transmitted meter readings through the contact center operator, in their personal account on the Criminal Code website or mobile application. Now a voice assistant has been added to these channels. It is enough to call a city or mobile phone, the robot will instantly answer, greet the subscriber, find out which readings need to be taken, specify the personal account number and check if the data is correctly recorded. After that, the robot will record the readings of all metering devices and enter them into the CRM system. Thanks to the integration of the digital assistant with CRM, all data quickly enters the billing systems of management companies to calculate monthly payments.

If necessary, the digital assistant connects the subscriber with the operator, but more than 80% of calls are successfully processed using a robot.

Digital assistant from MTS Exolve facilitates and accelerates interaction between management companies and residents, helping to transmit meter readings on time. Thanks to the work of the service, it has become easier to pass meter readings - unlike a living person, a robot can take readings from several residents at the same time without loss of quality. In addition, the robot will help reduce the load on contact center operators. During the monthly testimony, the dispatchers had to devote a lot of time to fixing the data of the PSD (individual metering devices). With a voice assistant, operators will have more resources to work with emergency and planned applications, - commented Yegor Maryaskin, General Director of the Dispatcher 24 service.

{{quote 'We created a service to automate the transmission of readings specifically for the requests of "Dispatcher 24" - one of the developers of digital solutions for real estate management, - commented Kostas Dubosas, Sales and Service Director of MTS Exolve. - The housing and communal services industry is increasingly digitalized and uses modern tools. We have accumulated a large pool of successful cases in the housing and communal sector for the implementation of robots, which significantly reduce the number of missed calls and waiting time on the line, and call centers are allowed to increase efficiency and optimize costs. }}