M.Video-Eldorado launches virtual consultant from VS Robotics

2024: Virtual Consultant Launch

M.Video-Eldorado Group signed an agreement with IT solutions and business products developer VS Robotics to introduce a virtual consultant.

The implementation of the solution is aimed at automating voice client calls to contact centers of M.Video and Eldorado, as well as for conducting surveys to improve customer experience. The new virtual consultant has an individual voice for each brand: female for M.Video and male for Eldorado.

For the company, this is not the first experience in using virtual consultant technology . The pilot launch of the project with VS Robotics successfully took place in the Samara and Rostov regions, showing its high efficiency and potential for further use, after which the solution was scaled up to all regions of M.Video-Eldorado. As of January 2025, during customer surveys, the accuracy of the assessment recognition by a virtual consultant increased by 5% and amounts to 99.7%, and the level of successfully completed until the end of the questionnaires reached 42%.

The VS Robotics team is constantly improving the functionality of the robot operator to improve the efficiency of communications with customers of M.Video-Eldorado. So for the incoming line of contact centers M.Video and Eldorado, a service was developed and introduced to select the nearest store regarding the address of the subscriber with a determination accuracy of 99%. In addition, the robot's speech recognition model has been significantly improved, which is capable of identifying up to 2,000 product categories and 3,350 brands.

Шаблон:Quote 'author=said the head of VS Robotics Maxim Koloskov.

{{quote 'author=noted Dmitry Marykin, Director of Customer Service and Digital Experience of M.Video-Eldorado Group. | In our work, we use innovative solutions, virtual consultant for us is an important tool in improving efficiency and meeting the needs of our customers. The pilot of the project with VS Robotics showed high performance of the technology, and we are grateful to the team for their professionalism,}}