Omsk RTS has introduced artificial intelligence into customer service

2024: Vocamate AI Rollout

Vocamate AI robots evaluate the work of operators and improve the quality of customer service in the energy sales sector. Prof IT announced this on December 4, 2024.

Resource supplying company Omsk RTS is introducing artificial intelligence (AI) to improve interaction with customers. Since 2023, the company uses AI in communications with customers, and in 2024 launched a project based on generative AI.

Omsk RTS actively uses technologies to improve the efficiency of its processes. The introduction of artificial intelligence and machine learning allowed the company to reduce operating costs, minimize errors and improve the quality of customer service.

The key tool was the Vocamate AI communication robotization solution from Prof IT. Vocamate AI is an omnichannel artificial intelligence platform with a large set of tools for creating complex communication systems and solving RPA problems.

Virtual assistants Vocamate AI perform a number of tasks in Omsk RTS: accept meter readings, inform customers about debt, accidents, technological requirements and planned outages. The system helps to quickly inform customers, improve the quality of service and reduce the burden on operators. The solution also simplifies the work of operators thanks to the console - a single workspace where operators can process communications from all channels in one interface.

As part of the innovation strategy, the company was looking for a solution for automation of communications that would have a wide functionality, and working with which would not require the involvement of technical specialists. Vocamate AI is a low-code platform with an understandable interface, and company employees can independently configure and administer the system. This allows the company to effectively use the working hours of employees and flexibly manage processes without the help of programmers and the vendor.

In 2024, Omsk RTS and Prof IT launched a project to inform about debt using generative AI. The company combines 2 ways to inform customers about debt - using robots and company operators. To control the quality of operator dialogs and improve process efficiency, a system using a large language model (LLM) and speech analytics has been implemented. The system transcribes calls in real time and analyzes them using an LLM model. The model analyzes the courtesy of operators, the completeness and accuracy of the debt information provided.

Thanks to the use of generative AI, the debt reporting process has become more manageable, controlled and efficient. The results of the first months showed an increase in consumer payment discipline. The introduction of this system helps Omsk RTS to reduce receivables in pre-trial order, avoid financial losses and ensure reliable heat supply to the city.